Automated banking machine with remote user assistance

ABSTRACT

In an example embodiment, an automated banking machine that allows a customer to employ a mobile wireless device for performing banking transactions. The customer may request assistance from a teller or other bank personnel at a remote location. An audio, and optionally video, communication may be initiated between the remote location and the customer. The customer may use either the automated banking machine, mobile wireless device, or both for communicating with the remote location.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.13/714,644 filed on Dec. 14, 2012, now U.S. Pat. No. 8,955,743 that is acontinuation-in-part of U.S. application Ser. No. 13/455,175 filed Apr.25, 2012, now U.S. Pat. No. 8,651,373, which claims the benefit of U.S.Provisional Applications 61/479,005 filed Apr. 26, 2011 and 61/628,840filed Nov. 7, 2011. The aforementioned applications are herebyincorporated by reference in their entirety.

TECHNICAL FIELD

This invention relates to banking systems with remote user assistancecapabilities.

BACKGROUND

Automated banking machines may include a card reader that operates toread data from a data bearing record such as a user card. Automatedbanking machines may operate to cause the data read from the card to becompared with other computer stored data related to the card bearer orthe bearer's financial accounts. The machine operates in response to thecomparison determining that the bearer record corresponds to anauthorized user and/or a financial account, to carry out at least onetransaction which may be operative to transfer value to or from at leastone account. A record of the transaction is also often printed throughoperation of the automated banking machine and provided to the user.Automated banking machines may be used to carry out transactions such asdispensing cash, the making of deposits, the transfer of funds betweenaccounts, and account balance inquiries. The types of bankingtransactions that may be carried out are determined by the capabilitiesof the particular banking machine and system, as well as the programmingof the institution operating the machine.

Other types of automated banking machines may be operated by merchantsto carry out commercial transactions. These transactions may include,for example, the acceptance of deposit bags, the receipt of checks orother financial instruments, the dispensing of rolled coin, or othertransactions required by merchants. Still other types of automatedbanking machines may be used by service providers in a transactionenvironment such as a bank to carry out financial transactions. Suchtransactions may include for example, the counting and storage ofcurrency notes or other financial instrument sheets, the dispensing ofnotes or other sheets, the imaging of checks or other financialinstruments, and other types of transactions. For purposes of thisdisclosure an automated banking machine or an automated taller machine(ATM) shall be deemed to include any machine that may be used to carryout transactions involving automated transfers of value.

When banks are open for business, customers begin to enter the bank. Thebank usually has no advance notice when a banking customer is going toenter the bank or how many customers will enter the bank for any giventime period. At the time a banking customer enters a bank the bank hasno way of knowing which type of transaction the banking customer isgoing to request, or if the banking customer will be requesting multipletransactions. If all customers currently in a bank approach the telleror any other human or machine resource of the bank at the same time,that banking resource may become overburdened and unable to process allthe banking customer requests in a timely matter. Long wait times mayoccur and the banking customers at the end of a line for a particularbanking service may have a negative banking experience.

When a banking customer enters a bank, he may not know where to proceedto conduct a particular banking transaction. The banking customer mayneed to resort to looking for signs pointing him to the area of the bankto conduct the particular transaction he desires to conduct.Alternatively, the banking customer may need to resort to looking for amap of the banking branch or facility so he may determine from a mapwhere to conduct his transaction.

When a banking customer enters a bank branch, he often will want toconduct multiple transactions. The banking customer may have no way ofknowing which bank resources are busy and which are available. Thebanking customer may just have to guess or just pick the transaction toconduct first by random thought process. If the banking customer guessesin a way that directs him to a resource for which there is a long wait,he will spend more time to complete his transactions.

Often when the banking customer needs to personally speak with a personwho has more than just clerical authority, such as a banking officer,that officer may be busy. The banking customer may need to wait in awaiting area. The banking customer may leave the waiting area to talkwith a friend, use the restroom, or simply get tired and leave the bank.Also, when the busy banking officer becomes free, the officer may go tothe waiting area to greet the banking customer waiting to see them.However, because the bank officer often does not know what the waitingbanking customer looks like, the bank officer needs to resort to callingthe customer's name near the waiting area. The banking officer often maynot have any way of knowing if the banking customer has left the waitingarea or the bank.

For many banking transactions such as opening a new account, bankingcustomers need to provide the bank information about themselves.Typically, a banking officer may call the banking customer to thebanking officer's desk and then begin to ask the banking customer a lotof questions. For example, the bank officer may ask the banking customerfor the customer's name, address, phone numbers, place of employment,who in the family may access the account, and then a series of questionsabout what type of account the customer is interested in opening.Sometimes as the banking customer provides the information to a bankingofficer, mistakes are made when the banking officer enters the bankingcustomer information into the banking computer systems. The officer mayhit the wrong keyboard key, and because the banking customer may not belooking at the computer screen the officer is looking at, the error goesundetected. Other banking customers may speak with an accent that ishard for the banking officer to understand, so errors may be enteredinto the banking computer system because of a misunderstanding betweenthe banking customer and banking officer.

Bank tellers and officers often need to follow a precise sequence ofevents to properly process a banking customer banking request. There maybe a certain sequence of steps to authenticating checks and a differentsequence of steps to issue a certificate of deposit. Because bankingemployees need to follow many different sequences for many differenttypes of banking transactions, sometimes steps are omitted or performedincorrectly. Often several different forms are filled out for each of avariety of banking transactions. Because banking employees need to knowwhich of several forms correspond with each transaction, mistakes aremade by forgetting to fill out a form, filling out the wrong form ormaking a mistake while filling out a form.

Banking machines, systems, and customer service may benefit fromimprovements.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is an example schematic representation of a computer system usedin a banking operation.

FIG. 2 is an example floor plan of the interior of a banking facility.

FIGS. 3 and 4 are schematic diagrams of a method associated withprocessing banking customer transactions using a welcome terminal.

FIG. 5 is a schematic diagram of a method associated with processingbanking customer transaction requests made from a mobile device.

FIG. 6 is a schematic diagram of a method associated with processingbanking transactions using a surface computer.

FIG. 7 is a schematic diagram of a method associated with processingbanking transactions in a manner personal to the customer.

FIG. 8 is a schematic diagram of a method associated with improvedbanking security using security levels.

FIG. 9 is a schematic diagram of a method associated with improvedbanking security using security zones.

FIG. 10 is a schematic diagram of exemplary software used to improvebanking customer transactions.

FIG. 11 is a schematic logic flow diagram of an exemplary user interfacesequence for a request by a non-banking customer to cash a check.

FIG. 12 is a schematic logic flow diagram of an exemplary interfacesequence for a request by a banking customer to transfer funds toanother bank and apply for a loan.

FIG. 13 is a schematic logic flow diagram of an exemplary interfacesequence for a request by a banking customer for foreign currencyexchange.

FIG. 14 is a schematic logic flow diagram of an exemplary interfacesequence for a request by a high profile banking customer for access toa banking resource.

FIG. 15 shows a front view of a customer touch screen.

FIG. 16 shows a front view of a service provider touch screen.

FIG. 17 shows a side view of a shared station having dual touch screens.

FIG. 18 shows a top view of a bank that houses a bank teller station,bank customer stations, and a bank teller area.

FIG. 19 shows a plurality of customer stations that are remotely locatedfrom a shared service provider station, which can communicate with eachrespective customer station.

FIG. 20 shows a top view of a banking area that houses a bank tellerarea and banking enclosures.

FIG. 21 shows a top view of a banking enclosure with a terminal.

FIG. 22 shows a top view of a banking enclosure with a surface computer.

FIG. 23 shows an example of an automated banking machine touch screeninterface including at least two disposed user locations.

FIG. 24 is a block diagram illustrating an example of a system where awireless mobile device is coupled to a remote service provider via anautomated banking machine, where the banking machine's computer systemis external to the banking machine.

FIG. 25 is a block diagram illustrating an example of a system where awireless mobile device is coupled to a remote service provider via anautomated banking machine, where the banking machine's computer systemis external to the banking machine.

FIG. 26 is a block diagram illustrating an example of a method where anautomated banking machine enables communication between a wirelessdevice and remote service provider and disconnects from thecommunication.

FIG. 27 is a block diagram illustrating an example where a previouscommunication between a remote service provider and wireless device iscontinued between the remote service provider and an automated bankingmachine.

OVERVIEW OF EXAMPLE EMBODIMENTS

Described in an example embodiment herein is an automated bankingmachine that operates responsive at least in part to data read from databearing records to cause financial transfers. The machine includes: acard reader, wherein the card reader is operative to read data from usercards, wherein the data corresponds to financial accounts, a display, atleast one input device, at least one transaction function device,wherein the at least one transaction function device includes at leastone of a check acceptor, a cash acceptor, and a cash dispenser, at leastone computer associated with the machine, wherein the at least onecomputer is in operative connection with the card reader, the display,the at least one input device, and the at least one transaction functiondevice, wherein the at least one computer is operative to cause adetermination to be made that card data read through operation of thecard reader corresponds to a financial account on which a transaction isauthorized to be conducted through operation of the machine, responsiveat least in part to the determination a financial transfer at least oneof to and from the financial account, the at least one transactionfunction device to carry out at least one operation in connection withthe transaction. The machine includes an audio input device and an audiooutput device, wherein the audio input device and the audio outputdevice are each in operative connection with the at least one computer,wherein the at least one computer is operative responsive at least inpart to at least one user input to the at least one input device from auser at the machine, to cause the machine to be in audio communicationwith a remote service provider station, wherein responsive at least inpart to at least one further user input through the at least one inputdevice, the at least one computer is operative to enable the remoteservice provider station and a mobile wireless device associated withthe user at the machine to be placed in audio communication. The machinefurther includes a camera that is in operative connection with the atleast one computer, wherein responsive at least in part to the at leastone input, the at least one computer is operative to cause the machineand the remote service provider station to be in video and audiocommunication; wherein the at least one computer is operative responsiveat least in part to at least one of at least one disconnection input tothe at least one input device, and at least one communication from themobile wireless device to cause the remote service provider station andthe machine to no longer be in at least one of video and audiocommunication. The at least one computer is operative to cause themobile wireless device and the remote service provider station to remainin at least one of video and audio communication after the remoteservice provider station and the machine are no longer in at least oneof video and audio communication. Other embodiments include methods ofoperating the automated banking machine and a computer readable mediumof instructions with instructions encoded thereon that cause a processorto perform the aforementioned methods.

Apparatus comprising: In an example embodiment, there is describedherein an automated banking machine that operates responsive at least inpart to data read from data bearing records to cause financialtransfers. The machine includes: a card reader that is operative to readdata from user cards, wherein the data corresponds to financialaccounts, a display, at least one input device, at least one transactionfunction device, wherein the at least one transaction function deviceincludes at least one of a check acceptor, a cash acceptor and a cashdispenser, at least one computer associated with the machine, whereinthe at least one computer is in operative connection with the cardreader, the display, the at least one input device, and the at least onetransaction function device, wherein the at least one computer isoperative to cause a determination to be made that card data readthrough operation of the card reader corresponds to a financial accounton which a transaction is authorized to be conducted through operationof the machine, responsive at least in part to the determination, afinancial transfer at least one of to and from the financial account,and the at least one transaction function device to carry out at leastone operation associated with the transaction. The machine includes anaudio input device and an audio output device. The audio input deviceand the audio output device are each in operative connection with the atleast one computer, wherein the at least one computer is operative tocause the machine to be in audio communication with a remote serviceprovider station. The machine includes at least one output device thatis in operative connection with the at least one computer, and the atleast one computer is operative to cause at least one output through theat least one output device that is receivable by a mobile wirelessdevice adjacent to the machine. The at least one output is operative toenable the mobile wireless device in receipt of the at least one outputto be in audio communication with the remote service provider station.Other embodiments include methods of operating the automated bankingmachine and a computer readable medium of instructions with instructionsencoded thereon that cause a processor to perform the aforementionedmethods.

DESCRIPTION OF EXAMPLE EMBODIMENTS

Incorporated herein by reference in their entirety are the disclosuresof U.S. Pat. Nos. 7,438,220; 7,438,222; 7,438,221; 7,438,219; 7,431,204;7,433,844; 7,431,206; 7,428,984; 7,424,972; 7,416,112; 7,418,592;7,419,089; 7,419,093; 7,404,515; 7,405,724; and 7,392,937. These patentsdisclose devices and systems used to carry out banking transactions, aswell as features, methods, and capabilities that may be used inconnection with the exemplary devices, systems, and methods describedherein.

Referring now to the drawings and particularly FIG. 1, there is shown anexample schematic representation of a banking computer system 100. Itshould be understood that while only an exemplary number of eachcomponent of the banking computer system 100 may be shown in theexemplary banking computer system 100 of FIG. 1, in other exampleembodiments the banking computer system 100 may contain any number ofthe same or different network components.

The example embodiment may include a communication network 102. Thenetwork 102 may extend within a banking office building or otherfacility, or may be distributed among a plurality of banking officebuildings or facilities. In the example embodiment the network 102comprises a data transport network environment such as a packet-switchedTCP/IP-based global communication network. In the example embodiment thenetwork 102 may comprise a number of network devices such as routers,bridges, gateways, firewalls and any other device known in the art toallow the network 102 to be operable to provide communications betweenconnected devices and systems. The network 102 may be a suitablycomprised network including various message transport mechanisms suchas, for example, Ethernet, Token-Ring™, 802.11, or other wire-based ormobile-based data communication mechanisms.

The network 102 may comprise a local area network (LAN), and can beoperatively connected through a larger wide area network (WAN) 104. TheWAN is in operative connection with one or more computers located at ahost bank facility 106, and can be operatively connected to a pluralityof computers located at other banking facilities 108. The WAN or LAN canalso be operatively connected to the Internet 112.

A plurality of devices operative to conduct banking or other financialtransactions are operatively connected to the exemplary network 102. Aserver 90 is operatively connected to the network that includes softwarerunning therein that causes the carrying out of banking transactions,operates to manage banking databases, and carry out other programmedfunctions. The server 90 can be connected to one or more data storesschematically represented as data storage device 110. The network can bedirectly operatively connected to one or more data storage devices 110.

Teller terminals 22 are operatively connected to the network 102. Theteller terminals 22 may include computers with associated input andoutput devices or other devices that are operative to run softwareprograms locally and can be connected to data storage devices 110. Theexemplary teller 22 terminal may comprise a thin client softwarearchitecture in operative connection with a server running applicationsrequested by the teller terminal 22. Alternatively the teller terminalmay comprise a computer operative to run some applications locallytherein while accessing other applications that are run remotely onanother computer such as a server 90. In some example embodiments tellerterminals comprise automated banking machines. In the exemplary system,one or more banking computers 20 are operatively connected to theexemplary network 102. A banking computer 20 may comprise one of variousforms of computers, including for example, a laptop, surface computer,desktop computer, embedded computer, self service terminal, automatedbanking machine, or handheld device operative to run applications usefulin banking transactions.

The exemplary banking system 100 contains an automated banking machine88 that in the example embodiment performs the functions of a currencyexchange terminal. The currency exchange terminal is in operativeconnection with the network 102. The terminal operates in accordancewith its programming to carry out currency exchange transactions.

A welcome terminal 10 is schematically represented in FIG. 1, anddiscussed in more detail later, and is operatively connected to thenetwork 102. The terminal 10 is in operative connection with one or moredata stores schematically represented by data storage device 110. Thewelcome terminal 10 is operatively connected to a camera 74 which isoperative to capture images. The welcome terminal may include featuresdescribed in U.S. Pat. No. 6,583,813, which is herein incorporated byreference. Alternatively, the welcome terminal can be in operativeconnection with a separate computer or system which includes thefeatures and capabilities of the incorporated disclosure. The exemplarywelcome terminal 10 includes a plurality of input and output devices 46operatively connected to at least one computer in the welcome terminal10. Exemplary input devices may include a keypad 32, a keyboard 34, amouse, 36, a microphone 42, biometric input device 56, a card reader 92and an antenna 48. Exemplary output devices may include a speaker 38 anda display 44. The welcome terminal may also include a computer input andoutput device such as a touch screen. The terminal may also includeother types of devices for reading data bearing records, such as an RFIDreader, NFC device, document scanner, check reader, or other suchdevices for example. The welcome terminal 10 is operative to runsoftware locally in its computer to cause the terminal to carry out allor portions of banking customer transactions. In some embodiments,welcome terminal 10 may comprise a thin client software architecturethat may cause another computer such as a server 90, to cause theexecution of software applications based on inputs to the terminal. Theexemplary welcome terminal may include features like those in theincorporated disclosures and may have a computer including browsersoftware operating therein. The computer architecture may operate tointerpret and generate markup language documents for purposes of sendingand receiving data and interface content which is exchanged with one ormore remote computers. Of course this approach is exemplary.

The welcome terminal 10 is operative to display or communicateadvertising tailored to a particular customer it may have detected andmay have recognized. For example, in some example embodiments theterminal may operate using features such as those described in U.S.patent application Ser. No. 11/827,966 filed Jul. 13, 2007. In such asystem, for example, the user terminal may identify a user based on dataread from a user card, other data bearing record that identifies thecustomer, and/or their financial accounts. Such identification of acustomer from such inputs can be used to provide targeted outputinformation through the welcome terminal in the manner of theincorporated disclosure. In some embodiments the welcome terminal maycomprise an automated banking machine at which users can carry outtransactions that include transfers of value. Some example embodimentsof the welcome terminals or other terminals connected in the system mayinclude features and capabilities like those shown in U.S. patentapplication Ser. Nos. 10/449,096; 11/821,701; 11/899,846; 12/011,609;and 11/454,258, the disclosures of each of which are herein incorporatedby reference in their entirety.

In some example embodiments the exemplary banking computer system 100can be further comprised of a plurality of cameras 70 operativelyconnected to one or more computers in the network. The cameras 70 arecapable of capturing a series of images. For example, the cameras can beconfigured to capture data corresponding to visible and/or infraredimages. The cameras in the example embodiment can be operativelyconnected to the network 102 through a camera interface device 72 whichmay be of the type discussed in the incorporated disclosures. The camerainterface device 72 may include a suitable network interface card orsimilar circuitry that enables the camera to operatively communicatewith other computers and devices in the schematically indicated bankingcomputer system 100.

In other example embodiments, the terminal may include an optical cardreader based on a camera or some other sensors built into the terminal.The terminal would be able to identify the user's card by merely viewingit through the optical card reader.

In some example embodiments the banking computer system 100 may furthercontain one or more antenna 80 operatively connected to the network. Theantenna 80 can be operatively connected to the network 102 through amobile interface device 82. The mobile interface device 82 may include asuitable network interface card or similar mechanism that enables RFsignals to be sent or received through the antenna 80. The interface andantenna enable RF communications with one or more computersschematically indicated banking computer system 100. The antenna 80 inthe example embodiment can operatively communicate with mobile devicesinternal or external to a banking facility such as cellular phones,laptop computers, handheld devices, and personal digital assistants(PDAs). The antenna 80 in example embodiments may provide communicationthrough one or more suitable mobile frequencies such as cellular,802.11, and Bluetooth frequencies, for example.

For example, some example embodiments may include features such as thosedescribed in U.S. Pat. Nos. 6,315,195; 6,702,181; 7,040,533; 7,201,313;7,216,800; 6,905,072; 7,207,477; 7,418,427; 7,150,393; 7,025,256;7,344,066; 7,392,938; and U.S. patent application Ser. No. 11/983,163filed Nov. 7, 2007. The disclosures of each of these patents andapplication are herein incorporated by reference in their entirety. Thefeatures of these incorporated disclosures may be used in connectionwith systems in various embodiments.

An exemplary floor plan of a banking facility is schematically shown inFIG. 2. In the example embodiment one or more welcome terminals 10 maybe placed near the front door 99 of the banking facility 200. Theexemplary banking facility 200 includes a waiting area 60 where abanking customer may wait if the resources he needs to conduct thedesired banking transactions are currently busy. In the exemplaryarrangement for conducting transactions such as depositing checks,purchasing a certificate of deposit, or withdrawing of cash from anexisting account, a plurality of resources comprising teller windows 50may be provided. One or more of the teller windows 50 have adjacentthereto a teller terminal 22 (not shown in FIG. 2).

Such teller terminals in example embodiments are operative responsive toinputs by human tellers, to assist in processing banking customertransactions. In other embodiments, the teller terminals may comprise anautomated banking machine terminal that receives inputs from customers.In still other example embodiments, teller terminals may include inputand output devices that can be operated by both the human teller orother service provider and a customer, to carry out bankingtransactions. It should be understood that in example embodiments theteller terminals include a computer with connected input and outputdevices that provide an interface to the teller and/or customer. Theinput and output devices are operative to cause the computer to causethe carrying out of transactions in accordance with the provided inputs.The teller terminal is also operative to communicate in the network withother computers so as to indicate activities at the teller terminal.This activity, which may be evidenced by a receipt of inputs at theterminal and/or through communications to other computers in the system,can be used to indicate the activity ongoing at the particular resource,and also that nature of such activities, to the other computers. Suchinformation can be used in example embodiments for purposes ofdetermining through operation of the computer a time after which theteller station will become available to conduct transactions for otherbanking customers. Of course it should be understood that theseapproaches are exemplary, and in other embodiments other approaches maybe used.

An office used for applying for a loan such as a mortgage or a car loan,30, and a new account office 40 used for opening new accounts or otherbanking officer transactions, are shown in the example embodiment ofFIG. 2. Each office 30, 40 may contain a banking computer or terminal 20operative to process transactions responsive to inputs corresponding tothe appropriate customer requests. Terminals 20 may include a computerwith connected input and output devices which provide a suitableinterface for the input and receipt of the transaction data associatedwith the type of transactions to be conducted at those resources. As isthe case with the previously discussed teller terminals, terminals 20are in operative connection with other computers in a network.

The activities conducted at the terminals 20 and the messages that passbetween such terminals and other computers are analyzed throughoperation of one or more computers in the system. Such analysis may beused to determine when the resource associated with a particularterminal is likely to become available, through operation of one or morecomputers connected in the system operating in accordance withprogrammed instructions to analyze the activities and/or messages fromsuch terminals to make such a determination. The terminals or othercomputers may also be in operative connection with cameras, motionssensors, light sensors or other suitable sensors in the rooms that canprovide signals indicative of when each room has persons presenttherein. Of course this approach is exemplary and in other embodimentsother approaches may be used.

The banking facility 200 may contain cameras 70 for capturing images.The data corresponding to which images can be used for recognizingcustomers and tracking customers within a banking facility 200. Suchcameras can be in operative connection with suitable interfaces andcomputers so as to enable such computers to identify and/or determinethe location of persons within the facility. Connected computers areoperative to analyze such image data to determine the locations ofparticular individuals in various locations. This may include, forexample, the number of customers waiting to use a particular resource.It may also include evaluating the number of customers in variousoffices or in waiting areas at automated banking machine terminals, orin other locations, so as to provide data which is used by the computersfor purposes of determining how to direct customers so as to accomplishtransactions in the most expeditious manner. Such information may alsobe used to help assure that available resources within the bankingfacility are utilized effectively. For example, in some embodiments oneor more connected computers may operate responsive to an indication thatthere are multiple customers waiting to access one resource, while aservice provider such as a teller or a bank officer is currently notoccupied at another resource. A computer may operate in accordance witha determination that such conditions exist, to cause a message to besent to the resource to advise the bank employee who is currently notoccupied to switch to another resource location within the facility, soas to assure that transactions for customers are accomplished promptly.Of course these approaches are exemplary.

In operation, the exemplary welcome terminal 10 operates to displayadvertising through a display to banking customers. The welcome terminal10 is also operative to provide outputs that describe what bankingtransactions or services are available at the banking facility 200 wherethe welcome terminal 10 is located. The welcome terminal 10 may bepositioned inside the banking location near a customer entrance. Inother arrangements, the terminal may be located outside the bank in alocation that may attract banking customers to cause them to provideinputs which correspond to banking transactions they may like toperform.

In some example embodiments, when a banking customer approaches thewelcome terminal 10 in response to one of the advertisements, thewelcome terminal 10 may operate to prompt the banking customer toprovide inputs responsive to the outputs through the display 44, speaker38 and other suitable output devices corresponding to what attracted thebanking customer to the advertisement. The customer may be identified bythe terminal operating to read data from data bearing records whichidentify the customer. This may include a user card that is read throughoperation of a reading device in the welcome terminal. Such a user cardmay include a magnetic stripe card, RFID card, NFC card, customer Fob,token, mobile device, passbook, fingerprint, or other data bearingrecord which provides data usable to identify the customer or thecustomer's financial accounts. In some example embodiments the welcometerminal 10 is then operative to tailor a response to the bankingcustomer to provide further detailed information of further interest tothe banking customer. This may be done in the manner described in theincorporated disclosure of U.S. patent application Ser. No. 11/827,966.Of course this approach is exemplary, and in other embodiments otherapproaches may be used.

In some example embodiments the welcome terminal 10 is operable to use acamera 74 on the welcome terminal or other cameras 70 operativelyconnected to the network 102, to capture images of a banking customer ator approaching the welcome terminal. By processing the image data usingimage recognition software locally or such software in operativeconnection with other computers, the banking customer may be identified.For example, some embodiments may utilize the features described in U.S.patent application Ser. No. 11/825,553 filed Jul. 6, 2007, thedisclosure of which is herein incorporated by reference in its entirety.When the banking customer is identified, information about the bankingcustomer can be retrieved through operation of one or more computers,from a database 110. Such computers can be in a welcome terminal 10 ormay be other computers connected in the banking computer system 100. Byusing the retrieved customer information, a personalized advertisementor other tailored messages may be presented to the banking customerthrough one or more output devices on the welcome terminal. In someexample embodiments a computer may operate to cause a personalizedgreeting to be displayed on the welcome terminal 10 to greet the bankingcustomer. In other example embodiments data corresponding to the mostrecent transactions of the banking customer may be displayed on thewelcome terminal, and the welcome terminal 10 may provide outputs thatprompt the banking customer to provide selected inputs if they wouldlike to perform a transaction like one of the transactions displayed.The banking customer may then provide one or more inputs operative toselect one or more transaction types they would like to perform at thebanking facility 200. In an example embodiment, the welcome terminal mayoperate in accordance with its programming to cause indiciacorresponding to the desired tasks to graphically appear in a list in anarea of the display 44 of the welcome terminal 10 for reference by thebanking customer.

In some example embodiments when the banking customer is not interestedin the advertising and does not provide an identifying input in responsethereto, and the customer is not recognized in another manner, thebanking customer may otherwise identify himself to the welcome terminal10. In some example embodiments the banking customer may identifyhimself by inserting a data bearing record such as a bank or credit cardinto a card reader 92. In some example embodiments, the user may also oralternatively enter a personal ID number (PIN) through the keypad 32 orenter a password through the keyboard 34. In some example embodimentsthe banking customer may be identified by the welcome terminal 10 bysensing biometric data with a biometric data input device 56. Such abiometric input device may include a fingerprint reader, iris scanner,retina scan, hand scanner, voice print recognition device, or othersuitable device that can recognize a biometric input associate with auser. At least one computer operatively connected in the system willthen operate in accordance with its programming to analyze the receiveddata and compare it with stored data to identify the particular user whohas provided the input. In some embodiments the computer may operate toidentify a user in response to multiple inputs or combinations of inputsthat can be analyzed and correlated with a particular user. After abanking customer identity has been determined, the welcome terminal 10may operate to retrieve the banking customer account information andpresent it to the banking customer through the display 44 or otheroutput device, for example.

If the banking customer is not recognized and not verified, he may beprompted to provide inputs indicating what type of new customer bankingproduct or service he may be interested in. In some example embodimentsthe new customer may be shown on a welcome terminal 10 output deviceindicia corresponding to types of accounts the banking customer may openthat the banking location 200. The new banking customer may be promptedwith account information tailored to the type of account that thebanking customer selected. The welcome terminal may also operate tooutput indicia corresponding to other types of banking transactions andservices which are offered by the banking facility. The banking customermay provide inputs to the terminal indicating the type of transaction orservice in which the customer is interested. In some example embodimentswhen a possible new banking customer is detected, an image of thebanking customer can be captured responsive to operation of one or morecomputers in the banking computer system 100. The image is sent to aterminal or other output device in proximity to a banking employee toallow the banking employee to offer a more personal welcome greeting tothe banking customer.

In some example embodiments when an existing customer or a new customerhas provided inputs to the welcome terminal 10 indicating a request toopen an account or process a banking transaction, the banking customermay be prompted through outputs from the welcome terminal to beginentering customer information at the welcome terminal 10 related to theactivity or transaction that the banking customer is capable ofentering. The information may include the name, address, phone number,income history and other personal information of the banking customerpertinent to the requested transaction. If the banking customer is anexisting or former customer, then the personal data of that customer maybe retrieved through operation of one or more computers from a databaseon the computer network 100. The data associated with the bankingcustomer can be used at the welcome terminal 10 to supply data for therequested transaction along with data the banking customer has enteredat the welcome terminal 10. For example in some example embodiments, thewelcome terminal may operate in accordance with its computer'sprogramming to provide an output that asks the banking customer toconfirm information that is retrieved through operation of the bank'scomputer from the data store. In this way, information that has changedcan be updated. This might include, for example, contact information forthe user, including information such as new cell phone numbers, emailaddresses, a mailing address or other information that may be helpful interms of providing services to the customer.

In some example embodiments the welcome terminal 10 can be in operativecommunication with a pre-transaction processing system that includestask analyzer software, task queuing manager software, and way findingsoftware. In some example embodiments portions of each of these softwarefunctions may reside on different banking computers or computers inresources in the banking computer system 100, which are operable toexecute software instructions. In some example embodiments the bankingcomputer system 100 architecture may be balanced and the software andcorresponding databases 110 distributed among operatively connectedcomputers in a way that allows for a banking computer system 100 thathas high throughput of customer transactions and reasonable bankingcomputer system 100 costs. Of course those approaches may be used indifferent embodiments.

In some example embodiments task analyzer software is operative toanalyze the desired banking transactions identified by a bankingcustomer and determine which tasks (if any) a banking resource couldcurrently begin. For example, if the banking customer indicated theywanted to do a transfer and apply for a home equity line of credit, abanking system computer may begin to execute steps in accordance withits programming to process the home equity line of credit first. Thebanking resource such as a computer terminal located in the office towhich the customer will eventually be directed to review and sign loanpapers may begin to operate in response to communication with one ormore other computers to begin to populate the forms with data that isavailable in connected databases in the banking system. Thus the bankingresource that will be associated with the transaction will begin to takethe steps necessary to open the home equity line of credit to the extentpossible without customer or banking officer involvement. When thebanking customer is later directed to the home equity loan officer, thehome equity loan officer would already have some of the necessary workcompleted. The capability of pre-processing banking customer bankingtransactions may produce a more pleasant, efficient and integratedbanking experience for the banking customer. The bank may benefit inreduced employee cost and with less resources needed to process bankingcustomer transactions. Of course this approach is exemplary, and inother embodiments other approaches may be used.

In some example embodiments task queuing manager software is operativeto determine how the requested banking transactions may most efficientlybe completed. In the example embodiment the task queuing managersoftware may dynamically determine the best and most efficient way toprompt the banking customer on how to accomplish the requestedtransactions. For example, a banking customer may indicate a desire toperform two types of transactions. One transaction may be performed at acurrency exchange terminal 88 rather than the welcome station. Thesecond transaction may need a banking employee teller to accomplish thetask (purchase a certificate of deposit, for example). The task queuingmanager software can be operative in real-time to look at theavailability of the two banking resources required. If it is discoveredthat the currency exchange terminal 88 was not being used at that time,but all the teller stations operating were currently busy, the bankingcustomer would be directed through outputs from the welcome terminal tothe currency exchange terminal 88 to perform that banking transactionfirst.

The banking customer can be directed to the currency exchange terminal88 by displaying a prompt on the display 44 of the welcome terminal 10.The banking customer may also be presented a map output on the display44 showing how to proceed from the welcome terminal 10 to the currencyexchange terminal 88. At the same time, the banking customer can beplaced in a “virtual queue” for a teller station. When the bankingcustomer finishes the currency exchange transaction, the currencyexchange terminal 88 may then be operative responsive to messages fromthe computer establishing the virtual queue to direct the bankingcustomer to the appropriate teller station.

A teller at the station to which the customer is directed may beexpecting a banking customer with any “pre-work” already completed. Suchwork can be accomplished through communications between the tellerterminal at the particular teller station and one or more computerswhich are operative to accomplish the necessary processing stepsassociated with the transaction type which the customer indicated thecustomer wished to conduct through inputs at the welcome terminal. Thetask analyzer software discussed earlier operates to cause the bankingteller terminal in conjunction with the teller at that station toaccomplish the preliminary work. Alternatively, if the currency exchangeterminal 10 was not immediately available but a teller station wasavailable, then the task queuing manager software is operative to directthe banking customer to proceed to the banking teller station and thenthe customer would then be directed to the currency exchange terminal 88after the transaction at the teller station was completed.

In the example embodiment the way finding software is operative toanalyze outputs from the queuing manager software. In some exampleembodiments the way finding software is operable to generate outputsthat include directions that can be presented to the banking customer onresources which include devices operatively connected in the bankingnetwork 102. The directions can be presented to the banking customerthrough a display in the welcome terminal 10, currency exchange terminal88, banking terminal, a display at a teller location 50, waiting area60, a display surface of a surface computer, or any device locationthrough which a banking customer may receive directions. Other resourceswithin the banking facility may include transaction stations such asthose described in U.S. patent application Ser. No. 10/390,342 filedMar. 17, 2003, and/or Ser. No. 11/100,148 filed Apr. 5, 2005, thedisclosures of each of which are herein incorporated by reference intheir entirety. Such resources may also include terminals used inconnection with accessing facilities such as safety deposit box areas invaults such as those described in U.S. patent application Ser. No.12/004,758 filed Dec. 21, 2007, the disclosure of which is alsoincorporated herein by reference in its entirety. In addition, in someexample embodiments resources may include transaction stations locatedin walk-through or drive-through lanes associated with the bankingfacility. These may include systems such as those described in U.S.patent application Ser. No. 11/825,752 filed Jul. 9, 2007, thedisclosure of which is herein incorporated by reference in its entirety.Of course these resources, devices, features and functions areexemplary, and in other embodiments other approaches may be used.

In some example embodiments the directions to customers can be providedin audio format from any location which includes a suitable outputdevice from which a banking customer may receive audio directions. Inexample embodiments the directions can be output to allow a bankingcustomer to find the way to the next destination which has a resource tocomplete the next in a series of banking transactions the customerwishes to conduct. For example, when the queuing system softwaredetermined the banking customer was to proceed to the currency exchangeterminal 88, the way-finding analyzer would operate using datacorresponding to that destination along with data corresponding to theknown current location at which the banking customer is interacting withother devices on the banking system 100, to resolve a route for thebanking customer to follow. A route can be shown graphically to thebanking customer in the form of a map in the context of the floor planof the banking facility 200. In some example embodiments the map can bedisplayed on an output device on a resource or through output deviceswhere the banking customer is currently located in the banking facility.

In other embodiments, outputs including a map can be provided to a userthrough a mobile device. This mobile device may be of the type suppliedto the customer by the banking facility to facilitate user transactions.Such a device may include a device that a customer may receive from thewelcome terminal or from a bank employee for use only during the timethat the banking customer is in the bank. Alternatively, the bankingcustomer can be provided with a fob, token or other suitable devicewhich includes an indicator or output device which the banking customermay retain when the banking customer is outside the bank. Further inalternative embodiments, directions and other information can bedelivered to a customer's portable phone or other mobile device so as tofacilitate the customer's movement efficiently between resources in thebanking facility. Of course these approaches are exemplary.

In some example embodiments computers in the system may operate so thereis coordination with the destination point for a customer. An outputdevice can be operated so a message may be displayed at the location ofthe resource, such as “reserved for (customer name) . . . ” or “welcomeMr. (customer name).” Alternatively, the computers may operate tofacilitate maintaining the customer's privacy. This may includeproviding outputs on a display that include only the customer's firstname and last initial. Alternatively, a display may include onlyinitials. Further in some embodiments other customer identifiers may beused that further maintain anonymity of the customer. These may includenumerical or character designators which are associated with outputsprovided to the customer through the welcome terminal or otherresources, or through a customer's mobile device. After a bankingtransaction is complete at the first destination or resource, the wayfinding software may cause output of a map or information showing thebanking customer how to proceed to the next destination.

In some example embodiments banking resources such as automated tellermachines, the teller terminal 22, and the banking computers 20 areoperative to run workflow analysis software, customer awarenesssoftware, and image tracking software. In some example embodimentsportions of each of the workflow analysis software, customer awarenesssoftware, and image tracking software may reside on differentcomputerized banking resources in the banking computer system 100operable to execute software instructions. Of course these approachesare exemplary, and other types of systems, software architectures, andconcentrated or distributing processing systems may be used.

In some example embodiments the workflow analyzer software is operableto receive outputs from the task analyzer software discussed earlier,and is operative to define what steps a human teller will need toperform in order to complete the selected transaction for the customer.In some example embodiments after the task analyzer software resolvesthe steps needed to execute a banking transaction, it may provideoutputs to the teller (or other appropriate bank personnel) on a displaydevice corresponding to those items and/or action steps that apply tothe task. For example, if the requested banking transaction is to open acertificate of deposit, the workflow analyzer software may prompt on anoutput device of the banking employee's terminal, to carry out onlythose items that adhere to the business rules associated with opening acertificate of deposit. In the example embodiments the workflow analyzersoftware is operative to present as outputs to the banking employee,only the forms and procedures that pertain to opening the certificate ofdeposit. In the example embodiment forms and procedures may come to thebanking employee with data already populated into an electronic formthat was generated and/or processed earlier from the task analysissoftware phase and populated with information that may have earlier beencollected at the welcome terminal 10 or gathered through operation of acomputer in connection with one or more data stores in the system thatinclude the customer's information.

In some example embodiments the banking customer awareness software mayalert the appropriate bank employees to certain information aboutcustomers that may currently be in the banking facility 200. Forexample, if an individual that is not identified as a current customerindicated at the welcome terminal 10 an interest in opening a checkingaccount, the welcome terminal 10 may operate to capture an image of thatcustomer and cause that image to be conveyed to a banking customerawareness software function. In the example embodiment the bankingcustomer awareness software may make a bank employee aware of where thatbanking customer was directed go and transmit that image to an outputdevice so the employee may see what the banking customer looked like. Insome example embodiments computers connected in the system may operateresponsive to their programmed instructions to cause outputs to aselected banking employee's terminal which include visual informationwhich indicates, for example, “Customer #1 is interested in opening achecking account and was told to go to the waiting area . . . and thebanking customer looks like ‘this’<shows their picture>.” With thatinformation, a bank employee may go to the waiting area to greet the newcustomer in a more personal manner because the bank employee alreadyknows who to approach. For example, the bank employee is now enabled tosay: “Hello. My name is Bob Jones and I understand you'd like to open anaccount with us. Please let me take you to our new accounts manager.” Inalternative systems, bank employees may be provided with mobileterminals which include suitable output devices for receiving messagesand pictures. Computers connected in the system may operate inaccordance with their programming to send messages via wirelesscommunication to the particular employee's mobile terminal whichidentifies the customer and provides the information on the customer andthe type of transaction that customer would like to conduct. Thisapproach enables the bank employees to be roaming and still receive theinformation. Of course this approach is exemplary, and in otherembodiments other approaches may be used.

In some example embodiments the image tracking software is operative totrack banking customers and/or bank employees wherever they wererelative to the floor plan of the banking facility 200. For example, ifa banking customer was directed to proceed to a waiting area and thebanking customer never made it to the waiting area because the bankingcustomer may have been distracted by a friend in another area of thelobby, the bank employee may not be able to greet the customer. In someexample embodiments the banking customer tracking can be accomplished byutilizing the image data captured through video surveillance of theentire banking facility 200. A video stream of the floor area from allthe cameras can be fed to image tracking software running in one or morecomputers.

In the example embodiment all the points of customer interaction can berecorded as data values stored in memory associated with a computer sothose points are known relative to customer positions on the floor ofthe facility. For example, the welcome terminal 10 may be at a floorgrid with coordinates E7. When the image tracking software determinesthat Customer #1 has provided inputs that correspond to a request toopen a banking account at the welcome terminal 10, the welcome terminalmay provide that data to the computer running the person image trackingsoftware. In some example embodiments the image tracking software isthen operative to cause data to be generated that corresponds to thelocation of the Customer #1 being at the welcome terminal 10 whichcorresponds to coordinate E7. Next, the image tracking software operatesto track Customer #1 as the customer moves from one camera 70 field ofview to another. The cameras 70 may feed image data corresponding to thereal-time movement of the customer to the image tracking software whichmay use a mapping function to overlay the coordinates of each customerbeing tracked on a floor plan of the branch. The computer may operate tooutput this “live” information to bank personnel through output devicesoperatively connected to the computer through an animated graphic withcustomer names, privileges, reference numbers, or other data shownattached to the moving objects.

In an example embodiment if the bank employee does not find Customer #1in the waiting area 60, the employee may provide an input to a handhelddevice and data corresponding to an animated map of customer movementwithin the lobby could be sent to the handheld device of the bankemployee. With information about where Customer #1 is located on alayout of the banking facility 200, the banking employee may nowapproach Customer #1 and great them in a proper manner.

In other example embodiments the banking customers can be tracked bycapturing and processing image data which is analyzed by one or morecomputers that identify the particular customer by various propertiesthat can be sensed by sensors and devices in operative connection withthe computer. In some example embodiments the banking customer can betracked using signals from a plurality of sensors positioned in an arraythroughout the banking facility 200 floor. Sensors in the floor maysense the weight of a banking customer and how that weight isdistributed to various portions of the footprint of a banking customeras the banking customer moves about the banking facility 200. Thesensors may also or alternatively include an array of photo sensors. Thesensors are in operative connection with one or more computers. Thecomputers operate to analyze the data from the sensors indicating theweight that is currently sensed thereon and/or the interruption of photosensor beams. The computer may then operate to track the user from theknown starting point throughout the area of the bank where the sensorsare located. In some other example embodiments the shoe print of abanking customer may be captured with cameras at a low level or in thebanking facility 200 floor. In example embodiments, low height levelcameras may operate to identify an image of a customer's shoe asassociated with that particular customer. The image of the shoe can beanalyzed and recorded such that when the image of that shoe is seen byother cameras, the computer operates to identify a particular customerthat is associated with the shoe image. The banking customer may then betracked within the banking facility 200 by tracking his shoe image. Itshould be understood that in other embodiments other articles on orassociated with customers could be used for tracking the customer withinthe banking facility. This may include articles of clothing, items ofjewelry, or other identifiable features that will remain associated withthe particular customer through the customer's activities at the bankfacility.

In other example embodiments a banking customer can be tracked by aunique signal emitted from a mobile device the banking customer carries.A plurality of sensors may detect the unique mobile signal and thatsignal may be triangulated within the banking facility 200 to determinethe location of the banking customer. In yet some other embodiments abanking customer can be tracked by sensors and software operative todetect biometric data such as readable scanning features of the eye orfacial features as the banking customer arrives and moves within thebanking facility 200.

Some example embodiments may include special areas within a bankingfacility reserved for a segment of banking customers with “highnet-worth customers” that are of high value to the banking facility. Theexplanation of a banking customer segment here will use “high net-worthcustomers” and services they find of value, but the use of a bankingcustomer segment may be used to identify other groups of people withcommon transaction characteristics, such as small business customers, orsafe-deposit customers, for example.

In some example embodiments the use of a personal identification devicecan be used to identify a banking customer segment to the bank or evenindividual customers of high interest or value. In some exampleembodiments the personal identification device may comprise a devicethat is specifically issued to the customer who is within the customersegment or category. For example in some embodiments, the personalidentification device may comprise a fob, card or other article that isoperative to emit or provide one or more unique signals or data thatidentify the customer. For example in some embodiments, the personalidentification device may include an RFID device which is operative toprovide a unique signal that identifies the customer. Such an RFIDdevice may include articles such as a credit or debit card whichincludes an RFID indicator thereon. Alternatively, the article mayinclude a token, fob or other item that a user may include on the user'sperson when traveling to the banking facility. Of course theseapproaches are exemplary.

When a person in the segment is detected upon their approaching orarriving at the banking facility, the banking facility and bankingcomputer system are operative to identify the banking customer bymatching the signals emitted or output by the person's identificationdevice with data stored in at least one data store. In some exampleembodiments once the banking customer is identified, the bankingfacility may begin to prepare the banking environment for services thatparticular person, or a person in a particular customer segment,typically desire. This may include, for example, providing outputs ondisplay devices or at the customer terminal acknowledging the customerby name. Alternatively or in addition, at least one computer isoperative to communicate with a computer terminal or a portable devicecarried by a banking employee. The communications with the portabledevice or the bank employee computer are operative to advise theemployee of the identity of the customer approaching the bank, andadvise the employee to greet the customer. Further in some exampleembodiments, the computer is operative to recover data corresponding toan image of a customer that is displayed to the bank employee. This willfacilitate the employee identifying the customer so that the employeecan personally greet the customer as the customer enters or approachesthe bank. In some example embodiments detection by the personalidentification device may also be operative to begin execution of thepreviously discussed software routines like the way finding software,queuing manager software, and task analyzer software.

In some example embodiments the personal identification device can be abiometrically enabled device. The biometric personal identificationdevice may only become active when the person to whom it has beenregistered has personal possession of the device and provides a uniquebiometric input. For example, the personal identification device mayonly be operative to output one or more signals for a period of timeafter a user has provided an input such as a fingerprint over a scannerincluded on the device. Alternatively in some embodiments, theidentification device may respond to a user's voice print or otherperceptible input to cause it to provide the identifying output. In someexample embodiments when the personal device is active it may emit aradio frequency signal that can be detected by one or more receivingdevices that are operative to receive the signal and operativelycommunicate data corresponding to the signal to the banking computersystem of the banking facility when the customer approaches or entersthe facility.

In some example embodiments upon being detected, a particular bankingcustomer or a person belonging to a specific banking customer segmentwould have a space reserved for them (a private financial consultationroom, for example) allowing them to proceed directly to that space. Thismay include, for example, the computer operating in accordance with aninstruction to activate an output device to indicate the customer's nameor other identifier on an output device associated with the privatemeeting room. One or more sensors adjacent to the meeting room mayoperate to unlock a door or other access control device as the user'sidentification device is sensed in proximity to the door. In someexample embodiments after a reservation was in place for a particularcustomer, no other banking customer could use that room even if theyalso had a similar device. In some example embodiments once the bankingcustomer for whom the room was reserved for enters the room, they mayagain need to identify themselves with the device or otherwise beforethey may proceed with the special services. This can be accompanied byone or more sensors sensing the device within the room. Alternatively orin addition, the user could further identify themselves through asecondary form of authentication. This could take the form of providinginputs to an input device, such as a card reader reading a card, aninput of a PIN number through a keypad, or a biometric input. Of coursethese approaches are exemplary, and in other embodiments otherapproaches may be used.

FIG. 3 shows schematically an exemplary method of processing bankingtransactions using a welcome terminal 300. The method may include a step302 where an image of a banking customer approaching or at a bankingterminal is captured through operation of one or more computers. Theimage may be optical or of any method that is useful to identify ortrack the banking customer. The banking customer may be identified instep 304. The identification can be by computer analysis of opticalimages, facial images, infrared images or any other method to identifythe banking customer. At step 306 input may be received at a welcometerminal located near the bank entrance from a banking customer that hasentered a bank. The input may include information about the types oftransactions the banking customer wants to perform at the bankingfacility 200. In some example embodiments the banking customer may nowbegin entering data corresponding to the types of transactions thebanking customer would like to transact. At step 308 the input receivedfrom the banking customer is analyzed through operation of a computer todetermine which transaction may be processed first. The determinationcan be made by a banking computer system determining which resources areneeded for each requested transaction and which of the needed resourcesare then currently available. The banking customer may be routed to afirst location at step 310 through outputs from the welcome terminaland/or other devices. In some example embodiments one or more computersmay operate to present the banking customer with a map at the welcometerminal displaying how to proceed to the first location. At step 312 animage of the banking customer can be transmitted through operation ofone or more computers to a computer or other output device accessible toa bank employee. The image can be used by the bank employee topersonally greet the banking customer or to find the banking customer.The banking customer can be tracked in step 314. The tracking can beperformed by the banking computer system through one or more of theapproaches as discussed above. At step 316 the location of the trackedbanking customer is presented to a banking employee through one or moreoutput devices such as a computer display or a portable handheldterminal. The displayed location may enable a banking employee to moreeasily find the banking customer.

FIG. 4 schematically represents an exemplary method of processingbanking transactions using a welcome terminal 400. The first five stepsof the exemplary method may be identical to the first five steps of themethod in FIG. 3. At the sixth step 412, the banking customer can betracked through operation of one or more computers. At step 414 the datathe banking customer may have entered into the welcome terminal iscommunicated to one or more computers that are operative to analyzeand/or communicate the customer data to a resource at a first locationwhere the customer is being directed to carry out a transaction. Abanking resource such as a computer terminal or other device at thefirst location operates to begin processing the first transaction beforethe banking customer arrives at the first location. At step 416 thebanking customer may be presented information through the welcometerminal or other output device about how to get to the first location.The first banking transaction is processed at step 418. This isaccomplished by the customer interacting with the banking resource atthe first location. This may include, for example, providing inputs toterminal devices either by the customer or human operator, or otheractivities as are necessary to carry out the transaction. At step 420 adetermination is made through operation of a computer as to whichbanking transaction may be processed second. The determination can bemade by the computer or computers in a similar manner as was thedetermination to determine the first transaction in step 408. One ormore computers operate to cause data corresponding to the customerand/or the selected transaction which is to be processed second to betransmitted to the banking resource at the second location in step 422,which may allow the second transaction processing to begin before thebanking customer arrives at the second location. At step 424 the bankingcustomer is routed to the second location by the first resource or othermanner, and the second transaction is completed at step 426. If thereare more transactions, then step 420 through 424 may be repeated foreach transaction until all transactions are completed.

In some example embodiments rather than waiting until a banking customerhas arrived at a welcome terminal, the banking customer may contact thebanking facility before arriving at the bank, through the customer'smobile device. This may be done by the mobile device communicating withone or more computers in the banking network. This may be done, forexample, through a cell phone connection or other wireless communicationmethodology. In some example embodiments some of the functions of thewelcome terminal discussed above, such as identifying a bankingcustomer, may be accomplished by the messages from (i.e., an originatingphone number or network address of) the mobile device. This may include,for example, receiving from the customer suitable identifying inputsthrough the mobile device. The identifying inputs are transmitted to oneor more computers and compared to stored data so that the customer maybe identified. One or more computers in the banking network may operateto generate and cause to be presented on the mobile device a list of thebanking transactions a banking customer may desire to perform. Thecustomer may operate the mobile device to provide inputs whichcorrespond to the one or more banking transactions which the customerdesires to perform. This can be done through operation of the mobiledevice and software operating therein, as a result of communicationswith one or more computers in the banking system. Such inputs may causeone or more computers of the banking system to begin preprocessing orother activities to prepare for the transactions that the bankingcustomer will conduct when the customer arrives at the banking facility.

In some example embodiments the mobile device may comprise a personaldevice such as a mobile phone or PDA. In some example embodiments amobile device may connect with the banking computer system through anymobile system including cellular, Wi-Fi, WiMax or 802.11. Of coursethese are exemplary.

After a mobile device is in operative connection with a computer in thebanking network, it may be used to pre-order financial services orbanking transactions from wherever and whenever the banking customerdesired. In some example embodiments the pre-ordered transactions orservices may then be processed through operation of the computers at aconvenient time and place before the banking customer needs themcompleted or arrives at a banking facility. If the banking customer doesnot need the transactions completed that day or later that day, thebanking computer system may schedule the transactions to be completed ata future time, or completed to the extent possible until the bankingcustomer arrives at a banking location.

For example, a customer may have a mobile device that can be used tocommunicate with one or more computers in the banking system, and has 10checks the customer wishes to deposit. The banking customer may enablean application on their handheld device to begin to operate andcommunicate with one or more computers in the banking computer system.In some example embodiments portions of the mobile application mayreside in the mobile device or on computers in a banking computersystem. In some example embodiments the mobile software application canbe text message based, or may communicate using a web application.

Using a mobile device, the banking customer may provide one or moreinputs to identify themself and enter a personal identification number(PIN) in private. In some example embodiments the transaction sequencecarried out through operation of the mobile device interface may besimilar to the transaction sequence described above with a welcometerminal, except that it is being conducted on a mobile device. Thebanking customer may select from a menu output on a display of themobile device to “deposit checks” at a branch. The mobile device maythen operate to cause data corresponding to the customer's selections tobe communicated to one or more computers in the banking computer system.The banking computer system may then provide communications to themobile device that cause the device to instruct the banking customer howto proceed to the nearest banking facility 200 location that mayaccommodate the desired transactions. The banking customer may beprompted through outputs that include a map or directions to the bankingfacility 200.

The banking customer arrives later at the banking location to which thecustomer was directed. In some example embodiments the presence of thebanking customer can be detected at the banking facility 200 throughoperation of the mobile device. In some example embodiments a signalsuch as an RFID, NFC, Bluetooth, or other radio signal may output by thedevice and detected by the banking computer system. In some exampleembodiments when the banking computer system detects the arrival of thebanking customer, the banking computer system may process the bankingtransactions the banking customer requested earlier using the taskanalyzer software and queuing manager software as previously discussed.

In some example embodiments, NFC may be utilized to read a user's cardor conduct a transaction. A customer's mobile device, such as a smartphone, tablet, computer or the like may contain a NFC chip. NFC chipsmay send encrypted data a short distance to a reader located in theterminal, for example. The user may be able to initiate or completetransactions by waving or tapping their NFC enabled mobile device nearor on the NFC reader in the terminal. NFC may permit the user to make apayment, deposit or withdraw cash. In an example embodiment, the usermay walk up to a NFC enabled terminal and wave their card or mobilephone next to the reader on the terminal and enter the user's PIN or IDnumber in order to operate the ATM. Alternatively, the user may log ontothe bank's web site and select the option to withdraw cash, for example,and indicate the specifics related to the transaction, such as theparticular account from which they want to make a withdrawal and theamount to be withdrawn. Once the user has completed the transactiononline, the user may then receive a text message via SMS that mayinclude a temporary PIN or ID number to use at the nearest terminal. Forsecurity reasons, the PIN may have a time limit attached to its use,such as that the PIN must be used within 30 minutes of receipt and thatthe PIN may only be used one time. As an alternative, any appropriatetype of device may include an NFC chip, such as a user's vehicle keyfob, personal computer and the like.

In addition, the user's NFC enabled device may serve as an encryptedsecurity device, personal ID card and/or banking ID card. The user's NFCdevice may read NFC tags located on a bank's display to get moreinformation, special offers, or an audio or video presentation relatedto some existing or new products or services. Using the phone as areader may allow the phone to interact with RFID-enabled objects, suchas posters embedded with chips that connect to web sites, mobile websites or applications. In an example embodiment, the bank may provide“smart” posters or advertisements that may include RFID tags, wherebythe banking customer may tap their NFC mobile device against the RFIDequipped poster or advertisement. The customer may then receivepromotional offers from the bank.

The terminal may include NFC in any appropriate or desired location ofthe terminal. For example, the terminal may include NFC in the display,touch screen, or signature pad. This may be done in a manner where thecard is read by bringing it adjacent to the desired portion of theterminal that includes the NFC communications. This would allow atransaction to occur where a user would bring their card near orphysically touch their card to the portion of the terminal with NFC inorder to start the transaction. In this manner, the card may be readthrough NFC associated with that specific part of the terminal, such asthe display screen, touch pad, track pad and the like.

In some example embodiments the banking computer system may operate inaccordance with its programming to identify the resource that isavailable to perform the requested transactions and may direct thebanking customer through outputs from the banking customer's mobiledevice where in the branch to proceed. In some example embodiments themobile device may receive communications that direct the bankingcustomer and cause the device to output a map or floor plan of thebanking facility. This may be accomplished in a manner similar to themaps shown on the welcome terminal discussed earlier. In some exampleembodiments the banking customer may be prompted responsive to softwaresimilar to the operation of the way finding software discussed earlierto cause the mobile device to present a map accompanied with a messagesuch as “Please proceed to Check Deposit Terminal #1.” In some exampleembodiments “Terminal #1” may be reserved by providing an output thatincludes the name of the banking customer. This may be done, forexample, by the computer system operating to cause an output through anoutput device adjacent to or on the terminal, which output indicates thecustomer name or other identifying information for the customer. Ofcourse this approach is exemplary, and in other embodiments otherapproaches may be used.

In some example embodiments when the banking customer arrives at theterminal, they may press an application button on their mobile device orprovide another type input that operates to inform the banking computersystem they are at the indicated location. The banking computer systemmay generate a verification message for one-time use and display themessage on the terminal where the banking customer should now belocated. The banking computer system may then operate to instruct thebanking customer through their mobile device to enter a one-time messagethat the banking computer generated, as inputs into the bankingcustomer's mobile device. If the banking customer enters theverification message, this is received by one or more computers andoperates to verify to the banking computer system that the bankingcustomer is at the targeted terminal. In some example embodiments, thebanking customer is from this time instructed through the mobile device,the terminal, or both, to refer to instructions on the terminal'sdisplay to execute the physical check deposit into the automated bankingmachine terminal. Once the checks are deposited, the check images andsummary information can be compiled into an electronic acknowledgment.One or more computers in the banking system operate to cause to betransmitted to the customer's mobile device, a record of thetransaction.

In another example, a small businessman places a request from his mobiledevice to pick up his cash drawer money for the day (banded bills androlled coins) in a drive-up lane. The small businessman may complete amobile-based ordering transaction similar to the first example andindicate his desire to pick up his order at a pneumatic tube terminal,which is also referred to as a VAT terminal in a drive-up environment.This may be done through inputs to the user's mobile phone. The mobilephone is operative to communicate data corresponding to the inputswirelessly to one or more computers in the banking system. The bankingsystem is operative responsive to its programming to cause one or morecomputers to analyze the inputs and determine what steps should be takenprior to the customer's arrival to accomplish the customer's desiredtransactions. When the small businessman arrives in the parking lot, hemay be detected automatically as discussed above. Alternatively, thecustomer may be detected by a camera system that captures images andthat is in operative connection with a computer that operates facialrecognition software. Of course these approaches are exemplary. Thedetection initiates a queuing function in at least one computer and mayreactivate the computer processing data corresponding to the pendingtransaction. The businessman is queued for the cash pickup transactionfor “Lane #1” and is instructed to proceed to that lane on his mobiledevice. This is done responsive to operation of one or more computerswhich provide outputs that are wirelessly transmitted to the customer'smobile device. The mobile device is operative to output instructions tothe customer through its display or other output device.

Once the businessman arrives in the correct lane, he may press anapplication button on his mobile device or otherwise provide inputs toindicate to the system he is in position. The system is operative togenerate a one-time use pass code, transmit it, and cause it to beoutput to the customer, who may view it on his mobile device. The outputthrough the mobile device is operative to prompt the customer to enterthe one-time use pass code into a keypad or other input devicepositioned adjacent to or on a customer terminal of a pneumatic tubetransport system. For purposes of this disclosure, a pneumatic tubetransport system is also referred to as a “VAT” system. The input of thecode through the input device is operative to indicate to one or morecomputers in the system that the businessman is where he should be andmay receive the currency.

The computer system operates in response to the one-time use input tocause the requested funds to be delivered to the customer through thepneumatic tube system. This may be done, for example, by the computeroperating to cause one or more outputs through an output deviceassociated with a resource such as a teller terminal. In response tosuch an output, a teller may collect the desired items and place them ina pneumatic tube carrier for transmission to the customer. Alternativelyin other embodiments, an automated device which may be of the type inthe incorporated disclosure operates to collect the desired items andplace them in a carrier on an automated basis which is transmittedthrough the pneumatic tube system to the customer. In still otherembodiments, the one or more computers in the banking system maycommunicate with devices such as cash dispensers and rolled coindispensers to make available the items that have been requested by thecustomer, so that either a human teller or an automated system may causethem to be placed in and delivered to the pneumatic tube system. Ofcourse these approaches are exemplary, and in other embodiments otherapproaches may be used.

In some example embodiments a banking customer may be issued a bankingcard when the banking customer opens an account at the banking location.The banking card can be operatively used to identify the bankingcustomer to the welcome terminal or remote automated banking machines orATMs. The banking card can be operatively used to identify a bankingcustomer to a mobile device used by banking employees before the mobiledevice is authorized to request or conduct transactions within thebanking facility 200. The banking card may include one or more featurestherein or thereon that are operative to provide outputs that identifythe customer. These may include, for example, an RFID tag or an NFC tagthat is operative to provide data which can be used to identify thecustomer. In other embodiments the card may include a memory chip orother memory device which holds data that can be used to identify thecustomer. In still other embodiments the card may include a magneticstripe which has data encoded thereon that can be used to identify thecustomer. Numerous different types of data storage arrangements may beused in various embodiments. Further it should be understood forpurposes of this discussion, a card may include other articles of asmall and portable variety that can be suitable to provide identifyinginputs associated with a customer.

In some example embodiments, the terminal can be set up to havetransactions be more readily performed through the user's mobile device.For example, although the terminal would normally have a video outputthrough the display, the terminal could be set up so that it hands offthe video presentation or dialog with an actual teller to the user'smobile device. This may be done, for example, by having some correlationbetween the user ID, such as the user's card number or some other useridentifying value, and the user's mobile phone number. When the userstarts a transaction at the terminal, they might select to have thetransaction carried out on their mobile phone. Responsive to havingdetermined that the particular customer is at the terminal, one or morecomputers are operative to cause the terminal to transfer the details ofthe transaction to the user's mobile device. The voice client on thephone could then allow them to carry out the transaction either viavoice commands or by manual inputs to the phone. Conversely,transactions could also be started the opposite way, such as initiatingthe transaction on the mobile device and then finishing the transactionat the terminal. In both instances, handing off the transaction from theterminal to the user's smart phone, or vice versa, would facilitate amore private discussion related to the transaction and may free up theterminal for other customers to use, while still allowing the initialcustomer to continue their discussion after they leave the terminal.

During transactions of this type, there may be the need for somevalidation to indicate that the user is in fact located at or near aterminal. In some example embodiments, the terminal may require that theuser input a code into their phone, either by speaking the code or byinputting some output indicated on the terminal display. The terminalmay output a one-time use code on the screen that the user then needs toinput into his mobile device. Alternatively, the user could be requiredto receive a value on the mobile device and input that value into theterminal. Another alternative may be to have a QR code on the screen ofthe terminal or on the screen of the mobile device, which could then beread by the opposite device. This would enable verifying that the personconducting the transaction on the phone was in fact at the terminal. Afurther enhancement on this concept can be to have voice ID as asecondary authentication factor for the user on the call. Voice ID canbe done through any appropriate operation, such as APIs. This mayessentially allow a user to conduct a transaction on a “bring your owndisplay” basis. This may be done using features like those shown in U.S.patent application Ser. No. 13/068,461 filed May 11, 2011; Ser. No.13/135,526 filed Jul. 7, 2011; and/or Ser. No. 13/134,128 filed May 31,2011, the disclosures of each of which is incorporated herein byreference in its entirety.

In some example embodiments, other personal forms of identification mayalso be utilized to further identify a user at a terminal. For example,a user's vehicle key fob may be used. The vehicle key fob may include anID that can be read at the terminal to further identify the person.Similarly, NFC and RFID tags in the user's mobile device can beutilized.

In other example embodiments, the floor space around the terminal mayinclude a covering or coating with a sensor network. When the user islocated on the floor space around the terminal, the sensor networklocated within or on top of the floor space surrounding the terminal maysend a signal to the terminal to indicate that the user is currentlylocated at the terminal. Responsive to having determined that theparticular customer is at the terminal, one or more computers areoperative to cause the terminal to provide outputs appropriate for theparticular user.

In some example embodiments, in order to further identify the customer,the terminal may include a sensor system similar to anelectroencephalograph (EEG) that may measure the fluctuations in thebrain activity of the customer. The identification software can be inoperative connection with the banking computer system that may store adatabase of identifying information for each customer. Each person has aunique pattern of neural pathway that determines their brain activity.This makes an EEG biometric system hard to forge and therefore desirablefor use in identification. The customer would need to have anauthentication of the EEG, a sort of base “fingerprint” or “signature”to compare subsequent authentications against. The initialauthentication procedure can be non-invasive, using a removable cap thatmay have even fewer electrodes than used in standard EEGs. The datataken may then be sent to one or more of the computers in the bankingnetwork 102 for analysis and filing away in a database. This method ofauthentication may be incorporated with other types of identification tocreate a secure system of identification.

FIG. 5 shows a schematic representation of an exemplary method ofprocessing banking transactions in a system that includes a welcometerminal 500. The method may include a step 502 where one or more inputsare received from a banking customer through an input device included ona mobile device. The input can be received before the banking customerarrives at a bank and may contain information about the types oftransactions the banking customer would like to perform. Datacorresponding to the one or more inputs is transmitted through wirelesscommunication to one or more computers included in the banking computersystem. At step 504 the input is analyzed through operation of one ormore computers to determine which one of a plurality of bankingtransactions requested by the customer will be processed first and whereto route the banking customer once the customer arrives at the bank. Thebanking customer is routed to a first location in step 506. This is donethrough communication between one or more computers in the system andthe mobile device. The mobile device provides outputs to indicate to thecustomer where the customer is to go. Alternatively, the customer may beprovided with outputs through other output devices that are perceivablein the area where the customer is located, either inside or outside ofthe banking facility. This may include, for example, beginning toprepare necessary items for delivery to the customer through operationof a self service terminal or automated banking machine. Alternativelyit may include the generation of electronic and/or paper forms throughoperation of a computer terminal. In other embodiments it may includethe generation of other items by a service provider in response tooutputs from a teller terminal or other terminal device.

In step 508 data entered by the banking customer is transmitted throughoperation of at least one computer to a first location. The firstlocation may correspond to the banking resource that will handle thefirst banking transaction. Transferring the data to the first locationmay allow the first banking transaction processing to begin by theresource before the banking customer arrives at the first transactionlocation. At step 510 the banking customer may be detected when theyarrive at the bank location. This may be done, for example, by detectingthe presence of the customer's mobile device at the bank location bysensing RF signals or other signals emitted from the device.Alternatively, detecting the customer at the bank can be accomplishedthrough image analysis based on images captured by cameras and processedthrough one or more computers to identify a facial or other imageassociated with the customer. In still other embodiments otheridentifying aspects associated with the customer, such as the customer'sunique identification card or other article, may be sensed. Of coursethese approaches are exemplary.

At the first location a one-time message or password may be presented tothe banking customer in step 512. The one-time message can be generatedthrough operation of one or more computers in response to theirprogramming. The one-time message can be communicated to a device suchas a self-service terminal or other resource that the customer is toutilize in carrying out the customer's transaction. The customer maythen input the one time message. The message is input by the customer tothe customer's mobile phone. The message included as part of the messagefrom the mobile device is communicated through operation of the mobiledevice to one or more computers in the banking system. In accordancewith their programming, one or more computers are operative to comparethe input message received from the mobile device to the one-timemessage generated by the system. In some example embodiments thecomputer is also operative to analyze the source of the communication,such as the particular mobile device and/or the location of the mobiledevice, based on outputs which can be detected by the system. This mayinclude, for example, the system determining the phone number, networkaddress, or other identifying data associated with the mobile device toconfirm that it is the mobile device of the customer. Likewise, GPS orother tracking data can be used to determine the location of theparticular mobile device from which the input is received.

In response to one or more computers in the system determining that thedata input through the mobile device corresponds to the customer and theindicated output code, the at least one computer is operative to causeoutputs or operations at the particular banking resource that cause thecustomer's requested transaction to occur. At step 514 a verificationdetermination is made that the banking customer is at the firstlocation. The verification may include prompting the banking customer toenter the one-time message into a mobile device used by the bankingcustomer and analyzing related data. At step the first 516 transactionis processed.

In an alternative example embodiment the banking computer system can beused to generate personal messages to a banking customer. As a bankingcustomer approaches the bank, welcome terminal, teller terminal,automated banking machine, or other resource location a banking customermay approach to conduct a banking transaction, the banking computersystem is operative to identify the banking customer. The bankingcustomer may be identified by any of the methods described above, forexample image recognition by devices recording images of persons in thebanking facility. When the banking customer is identified throughoperation of one or more computers, data associated with that customercan be retrieved from one or more data stores. Data is used by thebanking computer system to cause to be produced, a personal greeting orother messages to the banking customer.

In some example embodiments, an electronically communicative chip, suchas a RFID or NFC chip for example, may be implanted into any appropriateor desired location in or on a human person. For example, in order touse the terminal the user would not need to have any other device withthem while at the terminal in order to process a banking transaction.The RFID implant may be placed under the user's skin. For example, thechip can be as small as a grain of sand and be able to besyringe-injected. The chip implant can be in operative connection with abanking computer system to activate the identification software andwould be able to identify the user during a banking transaction. Thesechips may also be placed in any other desired object, such as a pen, aring, a pair of earrings or the like. Responsive to having determinedthat the particular customer is at the terminal based on the implantedor other associated identifying device, one or more computers areoperative to cause the terminal to provide outputs appropriate for theparticular user.

In other example embodiments, these chipped customers are able to walkpast a “reader” that may verify the customer's identity and links it totheir current banking accounts. These implanted chips may evenautomatically open doors to exclusive areas of the bank for them. Thecustomers may then conduct various banking transactions with a wave oftheir hand and do not need to worry about losing a banking ID card,credit card or wallet. Implanted chips may eliminate the need to carryID documents and credit cards.

In other example embodiments, an electronic device having physicalproperties that are similar to human skin may seamlessly integrate andconform onto the surface of the human skin, such as a patch acting as atemporary tattoo. For example, the epidermal electronic circuit mayinitially be mounted on a thin sheet of soluble plastic or paper andthen laminated onto the human skin with water, just like a temporarytattoo. Once the electronic patch is on, it may bend, wrinkle andstretch along with the user's skin. When the electronic patch is nolonger desired or needed, the patch can be peeled off like a layer ofdead or sun burnt skin. Adhesion of the patch may last as long asdesired, such as twenty-four hours or a week. An electronic patch likethis may be desired when going to beach or some other place where it maybe inconvenient to carry a phone, wallet or purse. This electronic patchmay communicate with the terminal to act as a personal ID.Alternatively, the electronic device can be temporarily or permanentlytattooed onto the skin of the user, such as with a form of electronicink. This electronic device is able to communicate with the terminal.

In some example embodiments, other authentication ideas may includegreater use of facial recognition. As discussed in prior embodiments, acomputer is capable of retrieving the personal data about the bankingcustomer from a database of personal information in operative connectionwith the banking computer system. The banking computer system isoperative to activate the recognition or identification software. Thecustomer can be detected by a camera system that captures images andthat is in operative connection with a computer that operates facialrecognition software. Responsive to having determined that theparticular customer is at the terminal, one or more computers areoperative to cause the terminal to provide outputs appropriate for theparticular user. Of course these approaches are exemplary.

During an initial authorization process at the bank, a photo of thecustomer can be taken and entered into the facial recognition software.The facial recognition software may identify faces by extractinglandmarks or features from an image of the user's face, such as therelative position, size, and/or shape of the user's eyes, nose,cheekbones, jaw and the like. In addition, facial recognition softwaremay utilize 3-D technology to detect and identify distinctive featureson the surf ace of the user's face, such as the contour of the eyesockets, nose, chin and the like. Other identification or authenticationsoftware may analyze visual details of the user's skin.

Later or during another visit, the customer's face can be analyzed bythe facial recognition software to compare the real-time face of thecustomer to the data related to the face and facial features of thecustomer that is saved on the bank's server or network 102, which canprovide instantaneous and accurate identification of the customer. Thisfacial recognition data may also be stored on a chip, such as an RFID orNFC chip, located within the user's banking or ID card or within a chipon the user's mobile device. If the facial recognition data of thecustomer does not match the data of the card or mobile device user, thebank's security team can be notified and the user may not proceed withany banking transactions. In an example embodiment, the facialrecognition software may operate as a security and identificationmeasure taken at the terminal, whereby instead of using a banking cardor PIN, the terminal may capture an image of the user's face and comparethat image to the image stored in the bank's database in order toconfirm the identity of the user.

In some example embodiments a database of personal information for eachbanking customer is in operative connection with the banking computersystem. Information, such as data corresponding to the history of thetransactions the banking customer conducted at the bank, can be saved inthe database. Other information such as the height, weight, hair style,clothes worn, visual images, hobbies, political views, family history,jewelry, health history, previous banking responses, special intereststhe banking customer may have, and other personnel information can besaved in a database. The banking computer system is operative responsiveto image data captured through one or more cameras to recognize theface, image, clothes, hair, jewelry, watch, shoes, responses and actionsof a banking customer during visits to a banking facility and store datacorresponding to this information in a banking database for futurereference.

In some example embodiments the current mood of a banking customer canbe operatively determined through operation of the banking computersystem. This may be done by analyzing the customer's actions, motions,body language, facial expression or other detectable parameters. If, forexample, it is detected that the customer is acting in ways that suggestthe customer is in a hurry, the computer may cause the banking resourcesuch as a self service terminal to provide outputs more rapidly, provideoutputs that are shorter, or eliminate promotional messages and takeother steps to cause the terminal to operate more promptly consistentwith the customer's determined status as in a hurry. Alternatively or inaddition, the customer might be presented with the option through anoutput device on one or more banking resources such as an automatedbanking machine or a self service terminal, to indicate that thecustomer is in a hurry to complete the transaction. When this occurs,one or more computers either within the terminal or outside the terminalmay operate in accordance with their programming to take steps such asthose previously discussed to cause the transaction to be completed morequickly. Of course these approaches are exemplary.

In some example embodiments the greeting or response can be displayed ona screen of a display device of a welcome terminal or other device inthe form of text. Alternatively, the greeting or response message may bepresented on a screen in the form of a virtual person speaking themessage with a corresponding computer generated audio voice output. Insome example embodiments the greeting or response can be presented by adevice that projects a realistic three-dimensional image of a personspeaking the personal message or response message responsive tooperation of one or more computers. In some example embodiments thedevice is operative to project a holographic image of a person.

In some example embodiments the banking computer system is operative todetermine, based on stored data, the age of the banking customer. Thecomputer operates to cause an image of a simulated person of similar ageto be displayed to the banking customer on an output device. In someexample embodiments the banking computer system is operative to make adetermination of a kind of person likely to put the banking customermost at ease, based on stored data. The at least one computer isoperative responsive to this data to display the image of this type ofperson to the banking customer for welcoming and responding to thebanking customer. Of course these approaches are exemplary.

In some example embodiments the greeting or other messages output to thebanking customer is tailored to changes in the appearance of the bankingcustomer. Records of past banking visits can be retrieved from adatabase. Past data on the clothes, wrist watches, shoes, hair styles,weight, jewelry, and/or other data of interest pertaining to the bankingcustomer can be retrieved. In some example embodiments if the bankingcomputer system detects any change in this data, a personal greeting orresponse to the banking customer can be generated through one or morecomputers that compliments the banking customer on the change. In someexample embodiments the banking computer system may analyze image datato detect and identify family members or other people accompanying thebanking customer. The computer is operative to generate personalgreetings and responses to the family members or other personsaccompanying customers. In some example embodiments a greeting orresponse to the banking customer is generated responsive to image dataand/or other information about the people accompanying the bankingcustomer.

In some example embodiments data on pets of the banking customer isobtained from one or more sources and stored in a data store inoperative connection with the system. In response to identifying theparticular customer, one or more computers are operative to access thedata corresponding to the particular customer's pet or pets. Thecomputer may then operate to include in the personal messages to thecustomer comments or messages about the particular customer's pet orpets.

In some example embodiments one or more computers in the banking systemmay operate to analyze the data concerning the customer and make adetermination that the customer has certain characteristics which causethat customer to be classified within a particular category or group. Insome exemplary groups the classification may correspond to socialstatus. In other example embodiments, the classification associated withthe customer may indicate that the customer is not a native Englishspeaker. In other example embodiments the classification may indicatethat the customer has a particular disability and require outputs of aparticular type from automated banking machines in order to utilizethose machines. Based on this determination as to the category in whichthe particular customer is classified, the one or more computers areoperative to provide outputs to devices through banking resources thatcorrespond to the particular classification.

In some example embodiments the banking computer system is operativelyconnected to one or more databases with information on the currentweather data, recent news stories, and sporting event results, forexample. This information can be used by one or more computers togenerate a greeting or personal responses to a banking customer tailoredbased on such data. In some example embodiments the banking computersystem is adapted to analyze the images of the banking customer and torecognize movements or other detectable indications that the bankingcustomer is in need of medical care. This might include analysis ofimage data that indicates that a customer is doubled over, is listing,is shaking, or has fallen, for example. The greeting message andresponses can be tailored to the medical care needs. If the bankingcustomer is in need of urgent medical care the banking computer systemmay operate to send one or more messages to bank personnel or to ahospital or an ambulance requesting assistance for the banking customer.

FIG. 6 is a schematic representation of an exemplary method ofprocessing banking transactions 600. The method begins at step 602 byidentifying a banking customer. The banking customer may be recognizedwhen the customer arrives at the bank. This may be done throughoperation of one or more computers, based on received data in one ormore of the ways previously discussed. At step 604 the banking customeris presented an image through an output device. The image can be apersonalized welcoming image and can be presented in one or more of theways described above. At step 606 personal data about the bankingcustomer is retrieved from a database of personal information inconnection with the banking computer system. At step 608 the images,inputs or other available data or properties associated with the bankingcustomer, or the inputs the customer has recently provided to devicesconnected to the computers, is analyzed to determine the mood of thebanking customer. The data is analyzed through operation of one or morecomputers to determine one or more properties corresponding to aprobable mood of the banking customer. The computer then operatesresponsive to the resolved probable mood data to generate a greeting tothe banking customer which corresponds to the result of the analysis. Atstep 610 the banking customer is presented with the greeting. Thegreeting may be personalized to the banking customer and can be tailoredto the resolved data concerning the mood of the banking customer.

At step 612 one or more images of the banking customer are analyzed torecognize a secondary characteristic. Secondary characteristics mayinclude for example, clothes, hair, jewelry, wrist watches, shoes, orother perceivable features associated with the banking customer. When asecondary characteristic is detected, the computer may operate toprovide messages to the banking customer tailored to the secondarycharacteristic. At step 614 data corresponding to current weather data,recent news stories, and sporting event results is retrieved throughoperation of one or more computers. This data can be retrieved from oneor more data stores included in the banking system. Alternatively suchdata can be retrieved from an external source such as sources accessiblethrough the Internet or other operatively connected network. This datacan be used by one or more computers to generate messages to the bankingcustomer. At step 616 data corresponding to images, movement,properties, inputs, tone of voice, or other data associated with thebanking customer is analyzed to make a determination as to when thebanking customer is in a hurry. In some cases the customer may providean input in response to an output message from the welcome terminal oran automated banking machine asking the customer to provide one or moreinputs to indicate the customer is in a hurry. When it is resolved orotherwise determined that the banking customer is in a hurry, thecomputer may operate to cause outputs, wait time, or informationprovided to a customer to be shorter, or the computer may operate toeliminate the display or provision of advertising, additional queries,or output of other information that might be provided when a customer isdetermined not to be in a hurry.

At step 620, images, movement, characteristics or properties associatedwith detectable aspects of the banking customer are analyzed todetermine a probable medical problem of the customer. If the bankingcustomer appears to have a medical problem, one or more computers areoperative to generate a request for medical assistance at step 626. Ifthe banking customer does not appear to have a medical problem, one ormore computers are operative to generate a response to a bankingcustomer as represented at step 622. At step 624 a database of personalinformation corresponding to the banking customer is updated responsiveto operation of one or more computers based on the responses and newpersonal characteristics of the customer.

In some example embodiments a surface computer is operative to processcustomer banking transactions. The surface computer is operativelyconnected to the network 102 of FIG. 1. For purposes of this disclosure,a surface computer will be deemed to be a computer including a large,generally planar display surface. Through such a display surfacemultiple users may at the same time or during a single transactionsession or during overlapping transaction sessions, receive visibleoutputs from the display surface and provide inputs to through physicalcontact with the display surface. In an example embodiment the surfacemay comprise a surface which provides a visible output while at the sametime enables the receipt of inputs from multiple users through contactwith the surface in disposed areas. In some embodiments the displaysurface may comprise a large single touch screen panel, while in otherembodiments the display surface may include a plurality of such panelsarranged to have the surface thereof in generally a single plane. FIG.23 shows an example of a display surface. The areas bounded by brokenlines in FIG. 23 represent user locations.

In other example embodiments the terminals may include signature pads,whereby the user's signature is captured at the terminal. For example, adisplay or track pad on a mobile device, which is touch sensitive, canbe utilized to allow a user to write on it with their finger or astylus. As another alternative, a signature pad can be integrated intothe touch screen of the terminal. Features may be used like those shownin U.S. Patent Application 61/479,005 filed Apr. 26, 2011 which isincorporated herein by reference in its entirety. For example, a glasssurface can be utilized, whereby the glass may measure the amount offorce applied to it. A user may write on the touch screen with theirfinger or a stylus and the terminal may not only sense the positionsthrough which the finger passes, but also the pressure that is appliedto the touch screen. The pressure features and speed may be indicativeof a genuine signature based on repeatability. This type of force-touchtouch screen can be integrated into the terminal. Another alternative isto include a smart stylus device. The smart stylus device may be like apen, but the touch and speed measuring aspects may be located within thestylus device, whereby the stylus device would be able to capture anddetect if the signature was valid. Alternatively, the accelerometerslocated in mobile devices can be utilized to allow the user toessentially write their name in the air using their phone to producetheir signature. For example, the mobile device can be operativelyconnected to the terminal via wireless communications.

In some example embodiments, avatars and facial transformation softwaremay operate to present the customer with a constant user experience fromthe same “person.” Features may be used like those shown in U.S. patentapplication Ser. No. 12/384,479 filed Apr. 3, 2009 and Ser. No.12/925,114 filed Oct. 14, 2010 the disclosures of each of which areincorporated herein by reference in its entirety. For example, a usermay approach the terminal and that person can be asked if they wouldlike to have the same teller assist them that may have helped them withtheir previous transactions. If they did, then a virtual person wholooked the same (such as avatar or face and voice transformation) mayassist them with the transaction. This way the user could establish arelationship with that virtual teller that would appear to be the sameperson. For example, a file or database of personal information andpreferences could be maintained on each user, whereby that informationcould be provided during each user session.

In an example embodiment each banking customer may have a variety ofinformation stored on a bank network 102 database, such as keeping trackof how long it has been since the user last visited the bank,referencing the user's clothing, additional persons who are accompanyingthe user, pets that accompany the user, changes to the user's hairstyle,the presence of any bandages or casts related to discussions of anyinjuries, noticing the user's use of a handkerchief or tissue that mightindicate a cold or health issue, and other things that may be the basisfor casual conversation, such as the weather, sporting events and thelike, so as to make the terminal-presented teller appear more like aregular individual.

In other example embodiments, the computer generated person projected atthe terminal may include and utilize eye tracking software. The eyetracking software may operate to provide inputs into the terminal. Theeye tracking software may also be used by the terminal-presented telleror avatar so that the teller appears to look at the user when“speaking.” In addition, eye tracking software may operate to permit thecustomer to communicate with the terminal and complete bankingtransaction using only the customer's eyes and eye movements. Forexample, the user may control the functions of the terminal with themovement of their eyes, whereby the user's eyes may act as a pointer orcursor on the screen. Features may be used like those disclosed in U.S.patent application Ser. No. 12/930,724 filed Jan. 14, 2011 thedisclosure of which is incorporated herein by reference in its entirety.

In some example embodiments the surface computer operates in accordancewith its programming to allow a banking customer to display indiciacorresponding to banking services to be output through a display surfaceof the surface computer, and to allow a banking customer to organize andcompare the accessed banking services. A surface computer is inoperative connection with one or more cameras or other devices thatoperate to sense the then current position of the user's face and/oreyes. This may be done through software which is operative to analyzedata corresponding to such features. In such example embodiments when aperson selects banking data to be displayed with the surface computer,the computer is operative to cause the display surface of the surfacecomputer, based on where on the display surface the banking customerappears to be looking, to display the data at that location. The surfacecomputer is operative to allow the banking customer to compare and sortindicia corresponding to different features of the displayed bankingservices and to select one of the banking services to be performedthrough contact with the display surface. The surface computer may alsobe operative to enable a banking customer to display, sort and selectindicia corresponding to icons or other indicia output through thedisplay surface to carry out transactions such as a review of bankingaccount information and to open a banking account. The exemplary surfacecomputer interface is adapted to allow a banking customer to touch,slide a finger and tap the surface computer with a finger whenorganizing, comparing and selecting data. The touch, sliding and tappingof the surface computer surface is operative to cause the opening,closing, rotating, flipping, stretching and shrinking of indicia anddata displayed on the display surface responsive to operation of thecomputer.

In some example embodiments the surface computer may have the displaysurface included as all or part of a desktop or a wall surface. In someexample embodiments the surface computer may receive inputs that enablethe computer to identify the banking customer and operate toautomatically access information stored in a banking database aboutbanking transactions that the identified customer commonly performs. Forexample in some embodiments, images of the banking customer are capturedby cameras located within the display surface of the surface computer.The banking customer images can be analyzed by a computer running facialrecognition software. The facial recognition software operating in thesurface computer may operate to identify the customer and provideoutputs or other information in response thereto. In other embodiments asurface computer may receive inputs through the display surface such asbiometric inputs. Such inputs may include, for example, a fingerprintscan or hand scan. The data which is input can be used to identify thecustomer. Of course these approaches are exemplary, and in otherembodiments other approaches may be used.

In some example embodiments the banking customer can be recognized bysensors that capture data that enables the computer to recognize that amobile device placed on or adjacent to the display surface of thesurface computer belongs to a particular banking customer. This may bedone through sensors that are operative to capture image data or othervisible data of the mobile device that identifies it as belonging to aparticular user. Alternatively or in addition, the display surface mayinclude other sensors which are operative to sense other characteristicsof items. This may include cards, passbooks, checks, tokens, fobs or thelike. Further, in still other embodiments, the surface computer can bein operative connection with an input device such as a wireless inputdevice. The wireless input device may receive inputs from a mobiledevice or other article carried by the user that provides data that canbe used by one or more computers to identify the user. Of course theseapproaches are exemplary.

The surface computer is adapted to recognize the cell phone, laptopcomputer, or personal digital assistant of a banking customer. Thesurface computer may include an interface that enables the bankingcustomer to transfer data from a mobile device to the surface computer,and the surface computer can be adapted to allow the banking customer totransfer data from the surface computer to a mobile device. This may bedone, for example in some embodiments, by an optical interface thatenables sensors included in the display surface to read data output on ascreen associated with a mobile device. Alternatively the data interfacemay include transmission of data through optical signals that areexchanged between the mobile device and the display surface or otherinterface that is in operative connection with the surface computer.

In some example embodiments the surface computer is operative to allowdata to be transferred to the mobile device by providing an interface toallow a banking customer to touch an icon on the display surface anddrag the icon to a zone adjacent to or around the mobile data devicewhile the mobile device is on or touching the display surface. Thesurface computer may operate to allow a banking customer to accessexisting banking account information of the banking customer and todisplay the account information on the display surface. In some exampleembodiments the surface computer is operative to automatically retrievebanking customer data from a portable mobile device the banking customermay have placed near the surface computer. Of course these approachesare exemplary.

In some example embodiments, the terminal may include a display or touchscreen made of glass. The glass may have a film or other coating placedon the inside surface of the glass, whereby the film may enableprojection of images onto the glass display which can be viewed fromoutside the glass and yet still allow for viewing through the glass fromthe inside out. This glass display or touch screen may operate to permita camera to view through the display while at the same time projectingimages thereon. This glass display or touch screen may operate to allowthe terminal to identify a user by having the user place their driver'slicense up against the display. For example, the camera behind thedisplay may view the user's face through the glass as well as the user'sdriver's license. Facial recognition software may then be used by atleast one processor to determine if the driver's license corresponds tothe user at the terminal. Additional elements located on a validdriver's license, such as the presence of holograms and the like, mayalso be resolved by operation of the at least one processor and may beused in determining that the driver's license is genuine. As a result,the facial recognition of the person and verification of the driver'slicense can be performed at the same time. In addition, the user can beverified as the person at the terminal without the need to maintain anadditional database of information regarding the user. The glass displaymay also provide the capability of having the customer hold up a checkto the display, whereby the check can be imaged through operation of thecamera and at least one processor and/or viewed by a remote teller.Features may be used of the type shown in U.S. patent application Ser.No. 13/066,323 filed Apr. 12, 2011 the disclosure of which isincorporated herein by reference in its entirety.

In other example embodiments, the terminal may also include a display,such as a glass display, that may be positioned and/or function as ashelf, whereby the shelf may generally be parallel to the floor space.This glass shelf may function as a display, touch screen, track pad,surface computer and the like. The shelf may include a film wherebyimages can be projected onto the underside of the shelf. For example, tocomplete a banking transaction the shelf may project an image of a cardor a mobile device on the shelf to indicate that the user should placetheir card or mobile device on the shelf to complete the transaction.The shelf may interact with both the users touch as well as the userselectronic devices, such as via NFC.

FIG. 7 schematically represents an exemplary method of processingbanking transactions using a surface computer 700. The method begins atstep 702 by identifying a banking customer. The banking customer can berecognized through image data captured by devices within the displaysurface of the surface computer or by image capture devices operativelyconnected thereto. Such customer recognition may be accomplished bycapturing images of the customer's face, thumbprint, or other biometricfeatures. One or more computers including the surface computer mayoperate to identify the user based on one or more biometric features.Alternatively, a user can be identified based on an article or signalsoutput by or sensed from the article, such as the user's mobile device,token, passbook, check, checkbook, card or other item that is uniquelyassociated with the customer.

The computer receives data corresponding to the one or more inputs andoperates to determine if the received inputs have a correspondingrelationship to data stored in at least one data store in operativeconnection with the computer. In response to determining that thereceived data corresponds to stored data for a particular customer, thecomputer operates to determine the customer's identity and to resolvethat the identified customer is to be authorized to conduct transactionsthrough the surface computer. At step 704 access is provided that allowsbanking data to be accessed by the identified customer through thesurface computer. The computer operates responsive to the one or moreinputs received through the display surface to cause data to beretrieved which corresponds to that requested by the computer's inputs.At step 706 the data that is received responsive to the inputs isdisplayed on the surface computer. At step 708 an interface is providedthrough the display surface of the computer to allow a banking customerto organize and compare indicia corresponding to the accessed bankingservices. At step 710 an interface is provided through the surfacecomputer to allow a banking customer to provide one or more inputsoperative to select a banking transaction. At step 712 an interface isprovided through the surface computer to allow a banking customer toopen a bank account. An interface to allow the performance of a bankingtransaction is provided at step 714. At step 716 an interface throughthe surface computer is provided to allow the transfer data from amobile device to a banking computer system. At step 718 an interface isprovided through the surface computer to transfer data from a bankingcomputer system to the surface computer. Thus as can be appreciated, thesurface computer may provide various interfaces through the displaysurface that enable the provision of outputs and the receipt of inputsthat cause selected transactions for users to be carried out. Of coursethese approaches are exemplary.

In some example embodiments a surface computer is combined with one ormore transaction function devices to provide an automated bankingmachine with transaction capabilities that users may perform on a selfservice basis. This may include for example, providing devices that canaccept bills and/or checks in an area within or below the displaysurface of the surface computer. For example in some embodiments adevice capable of receiving bills and/or checks through an opening, ispositioned with the opening extending in a wall or other surfacevertically below a portion of the display surface. Such a device isoperative to receive bills and checks from a user in some embodiments.In other embodiments such a device is operative to dispense currencybills to users. Further in some embodiments several such devices can bepositioned in laterally spaced relation below a generally continuousdisplay surface which extends vertically and horizontally in a plane onor in connection with a wall.

In some example embodiments transactions may be conducted using theprinciples previously described. A user may move adjacent to the displaysurface of the surface computer in general alignment with the opening ofsuch a device. Such activity may be facilitated by including an outputthrough the display surface in such an area. Further as discussedpreviously, some embodiments may provide an output including a customername or identifier based on a particular area of the display surfacebeing determined by a computer as the transaction resource a customer isto use to conduct a transaction. In response to the output, the customermay approach the surface computer and provide the inputs required toaccomplish a transaction. This may include for example, the customerproviding a card input, biometric input, numerical input, password, PINor code input, mobile device input, or other input of the typespreviously described which can be used to identify the particularcustomer and/or that the particular customer is at that location of thesurface computer. In some arrangements, the surface computer may providevirtual buttons, a keypad, a keyboard, a dial or other virtual componentoutput through the display surface, which the user can contact, touchand/or manipulate in order to provide identifying or other inputs. Inother embodiments the display surface may include a card reader openingfor a card reader. The card reader can be mounted behind the opening. Inother embodiments a card reader can be mounted adjacent to the displaysurface. In other embodiments a contactless card reader can be mountedin or behind the display surface. Of course these approaches areexemplary.

Responsive to having determined that the particular customer is at thelocation at the display surface, one or more computers are operative tocause the surface computer to provide outputs appropriate for theparticular user. This may include a predetermined transaction that thecustomer has requested through a welcome terminal or mobile device aspreviously described. Alternatively, the customer can be presented withtransaction options through indicia that are output through the displaysurface. The customer may provide inputs corresponding to data ortransaction selections which are operative to indicate the type,characteristics or properties of the transaction which the user wishesto conduct. The inputs from the user are received through the displaysurface and used through operation of the surface computer or otherconnected computers to carry out the customer's requested transactions.

For example, if the customer has requested to receive cash, the devicelocated adjacent to the display surface of the surface computer in thearea where the customer is standing may operate to cause the cash to bedispensed from the opening. The display surface may operate to indicateto the customer that the cash should be retrieved from the opening belowthe display surface. This can be done through text outputs, arrows,graphics, or other outputs presented through the display surface.Likewise if the customer is providing a deposit transaction, thecustomer may be prompted through graphics or other outputs on thedisplay surface to input bills, checks or other accepted items into theopening below the display surface. The items can be received through theopening and processed through operation of the device in a manner likethat discussed in the incorporated disclosures.

In example embodiments the customer may also receive other prompts oroutputs through the display surface. For example, the surface computermay output a query to the customer as to whether the customer wishes toreceive a receipt. In response to an input to the display surfaceindicating that a receipt is requested, the device positioned in thearea where the customer is located may operate to deliver a receiptthrough the opening. Of course as can be appreciated, other items can beexchanged with the customer and other transactions conducted.

As can be appreciated, in example embodiments the display surface of thesurface computer may comprise a relatively large surface with multiplespaced locations at which transaction sessions for multiple transactionsby different users can be concurrently conducted. Customers may beselectively directed to such locations in the ways previously discussed,so as to facilitate the carrying out of transactions. Further,transactions that do not require the exchange of tangible materials canbe conducted in areas intermediate of the locations and openings inwhich transaction function devices are located. Further it should beunderstood that various types of transaction function devices can belocated below, above, beside, or even within display surfaces. This mayinclude transactions that are carried out by transporting items to andfrom the user through use of a VAT carrier. This provides the capabilityfor having numerous different configurations and transaction types. Ofcourse these approaches are exemplary, and in other embodiments otherapproaches may be used.

In some example embodiments it may be desirable to enhance securitywithin a banking facility by tailoring the security to the locations ofbanking employees and customers within the banking facility. In someexample embodiments one or more detection devices operative to detect aperson entering the banking facility, can be used to identifyindividuals entering or within a banking facility. The person can bedetected and/or identified by any previously discussed detection method.In some example embodiments the banking customer or employee can beautomatically identified or may be identified when the person presents abanking card to a card reading device. Alternatively a user can beidentified by a token, mobile device, fob, passbook or other articlethat can be read through operation of a reading device or that emitssignals that can be used to identify the particular device and/orcustomer associated therewith. A security level can be assigned to thebanking customer or employee detected entering the bank, throughoperation of the banking computer system. It should be understood thatfor purposes of this disclosure a security level corresponds toauthorization and ability to access or operate selected data, functions,devices, areas or other things in accordance with rules or limits thatare stored or resolved by one or more computers associated with thefacility.

In an example embodiment a banking customer or employee may only haveaccess to the resources that correspond to the security level assignedto them. A banking computer system is operative to activate differentbanking resources corresponding to each identified banking customer oremployee when the banking customer or employee approaches the resource.Some exemplary banking resources that can be activated according to theassigned security level of the banking customer or employee are computerterminals, computer databases, self service terminal, safety depositboxes, access control devices, drawers, office space, storage areas,meeting rooms, automatic banking machines, teller areas, safety depositbox areas, and vault areas. In some example embodiments one or morecomputers operate so that only banking resources adjacent to thedetermined current location of the person or within a small immediatelyadjacent zone around the person are activated if authorized according tothe security level of the person.

The security level may correspond for example, to whether the person isa high value customer, standard customer, new customer, managementbanking employee, supervisory bank employee, teller, other bankemployee, or in another group of people. The level of security of highvalue customers may provide access to more resources, areas or data thanthe security level for regular customers; the security level for regularcustomers may provide greater access than the security level for newcustomers; the security level for managers may provide greater accessthan the security level for supervisory bank employees; the securitylevel for supervisory bank employees may provide greater access than thesecurity level for tellers; and the level of security for tellers mayprovide greater access than the security level for other bank employees.It should be understood that the category of a particular individualbased on the individual's identity as resolved by one or more computersin connection with the system, may provide such individuals withdifferent types of access to resources, devices, areas, data, or othercapabilities of the system. It should be understood that for differentcategories, the nature of the types of activities that can be performed,as well as the extent of authorization to utilize particular aspects ofthe available capabilities, may be different. Further for purposes ofthis disclosure, greater access may not necessarily requirequantitatively greater capabilities, but only access to differentcapabilities of the facility, system or data.

In some example embodiments a banking facility can be segmented into aplurality of security zones. Zones may correspond to different areaswithin the banking facility or to different banking resources. Thesecurity zones may include office spaces, teller areas, storage areas,safety deposit box areas, vault areas and public areas. Bankingresources that may correspond with a zone include computer terminals,computer databases, account information, safety deposit boxes, drawersand automatic banking machines or other items. Each computer databasemay include a plurality of sub-databases each with its own securitylevel.

In some example embodiments a bank employee with a higher security levelmay override a lower security setting on a banking resource that thebank employee needs to access if a person with a lower correspondingsecurity level is in the same security zone.

FIG. 8 schematically represents an exemplary method of improving bankingsecurity using security levels associated with a person 800. The methodbegins at step 802 by detecting a person entering a bank. When a personis detected, that person may also be identified through operation of oneor more computers. At step 804 a security level is assigned to theperson detected through operation of such computers. Different bankingresources corresponding to the level of security assigned to the persondetected are activated in step 806. The banking resources activatedresponsive to such computers may be only the resources right in front ofthe person, adjacent to the person or within a limited range of theperson to which the person's security level authorizes the person tohave access. Of course these approaches are exemplary.

FIG. 9 schematically represents an exemplary method of improving bankingsecurity using security zones 900. The method begins at step 902 bydividing the banking facility through operation of a computer into aplurality of security zones. Zones may correspond to different areaswithin the banking facility or to different banking resources. In step904 a security level is assigned to an identified person. In step 906banking resources within a security zone are activated corresponding tothe level of security of a person within that zone. Through operation ofone or more computers, the identified individual may operate to receiveaccess to one or more resources, areas, capabilities, data, functions,or other aspects that may be accessed within the banking facility.Computers may operate to minimize the risk of unauthorized activitiesthrough the categorization and security levels that are applied toparticular individuals. As can be appreciated, in the exampleembodiments the capabilities of identifying individuals and of grantingthem different privileges and access to various resources andcapabilities enables the more secure conduct of transactions, as well asthe preservation of a more secure environment within the bankingfacility. Of course it should be understood that these approaches areexemplary, and in other embodiments other approaches may be used.

Example embodiments also include a financial transaction arrangement inwhich a service provider's terminal (or station) is in operativeconnection with a customer's terminal. The operative connection permitsthe service provider (e.g., a bank teller) to view the same transactioninformation as the customer. For example, the service provider may view(through their touch screen) the same transaction screen that iscurrently being displayed through the customer's touch screen. Thecommunication arrangement can include a system like those described inU.S. patent application Ser. No. 11/360,008 filed Feb. 21, 2006, thedisclosure of which is herein incorporated by reference in its entirety.

The operative connection between the service provider's touch screen andthe customer's touch screen also allows the service provider to makemarkings on their touch screen which get displayed through thecustomer's touch screen. That is, with the same transaction screen beingsimultaneously displayed to the teller and the customer, the teller canmark on their display to cause the mark to be displayed on both touchscreens. For example, the teller can touch their touch screen to createa marking (or drawing) that circles the “I accept” button being outputin the common transaction screen being displayed on a teller's touchscreen. The creation of this marking made by touching the teller's touchscreen also causes this same display marking to be displayed on thecustomer's touch screen. While a marking is being drawn it can besimultaneously displayed on both touch screens. That is, a marking beingmade through one screen can be displayed in real time on the otherscreen.

In an exemplary arrangement, a marking can be produced by the tellersliding or dragging a user finger while it remains in contact with thetouch screen, from a first location on the touch screen to a secondlocation on the touch screen. A marking can comprise an outline of apath that follows the movement of a finger placed in contact with thetouch screen and then is slid while it remains in contact with the touchscreen. The marking created will correspond to the path taken by theteller's finger. That is, the marking generated will follow the courseof (trace) the screen-contacting finger (or other screen writing tool).

Likewise, a marking made through the customer's touch screen is alsodisplayed on the teller's touch screen. That is, a customer can producemarkings that the teller can see.

The service provider's terminal and the customer's terminal both includeapplication software that allows their touch screens to communicate witheach other over a network. The touch screen can be part of various formsof terminals or computers, including for example, a laptop, surfacecomputer, desktop computer, embedded computer, self service terminal,automated banking machine (e.g., ATM), iPad, tablet, smart phone, ahandheld portable device, or other device operative to run applicationsuseful in communicating display screen overlays.

A marking can be created using display screen overlay software. Theapplication software causes the same screen overlay that is created bythe teller touching the teller's touch screen, to be reproduced throughthe customer's touch screen, and vice versa.

The service provider can be local or remote relative to the customer.For example, a local service provider may comprise a bank teller (orother bank employee) in a bank building, where the teller is assisting acustomer in the same bank building. In contrast, a remote serviceprovider may be located in one building while the customer is in anotherbuilding. A remote service provider may even be located in a differentcountry.

The service provider can provide inputs through the customer's touchscreen to guide the customer through a transaction. The communicationarrangement link between the service provider's touch screen and thecustomer's touch screen permits the service provider to electronicallypoint to specific locations on the customer's touch screen. For example,the service provider may control a virtual pointer which is movablydisplayed on the customer's touch screen to point out banking options orinformation. Such a pointer may also be used to show a customer whichinput devices to press to engage a particular transaction function.These customer input devices can be physical function buttons that arelocated adjacent to a customer screen's side. Such input devices canalso be virtual buttons or icons that are displayed through thecustomer's touch screen.

In another example, the service provider may use a type of teleprompterwhich enables the customer to view an arrow on the customer's touchscreen. Besides the touch screen, the service provider station may alsoinclude input devices such as a touch pad and mouse that enable theservice provider to move indicators such as a pointer, highlighter, oricons on the customer's display screen. In this way a service provideris able to indicate to the customer, particular features or items asappropriate in connection with the display currently being output on thecustomer's display screen. The exemplary arrangement allows a serviceprovider to better assist a customer in understanding exactly whichbutton or key to operate, or which section of the customer's touchscreen to touch to achieve the desired effect.

An exemplary arrangement allows the service provider to physicallycontact their touch display screen to provide (e.g., draw) hand writtennotes, comments, marks, and/or symbols which get displayed through boththe service provider's touch screen and the customer's touch screen. Theservice provider also has options for turning their (and the customers′)multi-displayed drawing feature on and off.

The service provider can create a marking by contacting their touchscreen with their finger(s) or with some other hand drawing/writingimplement. For example, such implement can comprise an electronic pen,teleprompter, finger pad, or mouse.

FIG. 15 shows a customer's touch screen 210 that is part of a customerstation (or terminal) which can also have a computer and othercomponents/devices. As previously discussed, the screen has a displayarea which can output information that allows a customer to carry out adesired transaction or other banking function. In the example shown, thescreen 210 presents an output 212 that includes a (make selection)message and virtual buttons (function 15 keys) for selecting a functioninvolving any of an ATM 214, a loan 216, or a teller 218. A customer cantouch the corresponding key to select the transaction function desired.Touching the ATM key 214 correspond to a customer selection that causesthe customer station to function as an ATM, which can include a userdata reader (e.g., card reader, biometric reader), cash dispenser, checkacceptor, an/or a deposit acceptor. Touching the loan key 216 presentsthe 20 customer with a series of screen outputs for filling out a loanapplication request. Touching the teller key 218 connects the customerwith a teller. The teller key 218 may be shown in every screen output sothe customer can always contact the teller for assistance. For example,a customer may use the teller key 218 to continue a previouscommunication with the teller that was previously commenced between amobile wireless device and the remote service provider station. Itshould be understood that many other buttons and screen displays can bepresented to a customer. The displays output through the customer screen210 are determined and controlled by corresponding computer programming.

FIG. 16 shows a service provider's touch screen 220. The provider'stouch screen 220 can be physically larger (with a larger displaysurface) than the customer touch screen 210. The extra area of theservice provider's display surface can include information usable by theservice provider to assist the customer in performing a bankingfunction. This information can include data which the customer cannotsee.

The provider screen 220 can simultaneously output several differentdisplays in respective different areas (or portions) of the displaysurface. For example, a first display area 222 can display the identicalcustomer screen output 212 that is being displayed (as shown in FIG. 15)through the customer's display screen 210. A second display area 224 canprovide visual tools 230 which the provider can use in assisting thecustomer. A third display area 226 can output customer account data. Afourth display area 228 can output real time images of the customer,which are captured by a camera near the customer station.

The on-screen visual tools 230 can include (for example) predeterminedicons, symbols (e.g., arrows), words (e.g., instructions), thumb nails,and/or images. The example work tools shown include selectable symbols238 for an arrow, “X”, check mark, and the numerals one and two. Theexample work tools also include virtual buttons for selection of draw,audio, and visual. Touching the draw button 232 allows the serviceprovider to manually mark on the screen, which in turn (as previouslydiscussed) causes the generated mark to be displayed on both touchscreens. The audio button 234 places the provider in audio communicationwith the customer. The visual button 236 allows the provider to view thecustomer in the display area 228.

The service provider can touch their screen 220 to drag and drop asymbol from the display (work) area 224 onto the display area 222 thatshows the reproduction of the customer's screen output. For example, theservice provider can move (e.g., using a finger, a mouse, etc.) thevisual arrow 240 (or a shadow copy thereof) to an exact location on thecustomer screen output 212 shown in the display area 222. This movementcauses a copy of the arrow 240 to visibly remain at that specificlocation on both the reproduced customer screen output 222 and theactual customer screen output 212. The finger-sliding drag and dropfeature also allows the arrow 240 (or a different visual symbol) to berotated so it can be pointed in a specific direction (or orientation) ata particular item (e.g., a virtual button) being displayed in thecustomer's screen output 212.

An exemplary arrangement involving a local service provider will now bediscussed. A customer enters a bank and proceeds to a self-servicetransaction machine (e.g., customer terminal, customer station, ATM,etc.), which includes a touch screen and audio/video devices. Themachine has the bank's customer assistance application operatingthereon. While using the machine to perform a transaction, the customerprovides input to the machine that requests assistance. The bank'scustomer communication network places the machine in contact with anavailable bank employee (e.g., a bank teller) who is located in thebank. This enables the bank employee to view on the touch screen oftheir terminal, the same screen output that is being displayed throughthe machine's touch screen. The network also places the bank employeeand customer in real time audio and visual communication with each othervia the terminal and machine. The bank employee can converse with thecustomer to determine the type of assistance desired. The bank employeecan assist the customer such as by contacting their touch screen withtheir finger in pointing to a specific area of the screen output. Thiscontacting causes a marking to be produced and displayed on both thebank employee's touch screen and the machine's touch screen. The markingproduced corresponds to (matches) the movement of the bank employee'sfinger while it was contacting the touch screen. As previouslydiscussed, the marking can be an indication that informs the customer ordesignates a particular area of the customer's screen, includingmarkings of an arrow, circle, rectangle, asterisk, letter “X”,number(s), character(s), underline, note, highlight, etc.

In some example embodiments, the terminal may have the ability to havedocuments filled out and executed using the terminal. The display mayprovide for a split screen where a teller may be present on one side anda form may be present on the other side. The user may then complete theform with the help of the teller by touching the screen. The user mayalso sign the form in a manner such as previously discussed, by themovement of their finger over the screen or by agreeing that their imageas taken by a camera or other input constitutes their designatedsignature on the form. Features may be used as disclosed in U.S. patentapplication Ser. No. 13/135,143 filed Jun. 27, 2011 the disclosure ofwhich is incorporated herein by reference in its entirety.Alternatively, instead of completing the documents at the terminal, thedocuments from the terminal may be loaded onto the mobile device of theuser, whereby the user could then transport the documents home to becompleted at their convenience, such as on their mobile device.

The teller may be located at a remote location and be able to handleseveral different land based terminal locations. The teller can be alive human being or be a computer-generated teller. The terminal mayinclude a help button. For example, if a customer initiates a bankingtransaction on their own, but during the transaction finds that theyneed assistance completing the transaction, the user may push a helpbutton and a video feed of a live teller may come on the display screento assist the user in completing their banking transaction at theterminal. As an alternative, the user could just opt to have a liveteller assist them through the entire banking transaction from start tofinish immediately upon walking up to the terminal. The use of a liveteller being presented via a video or a virtual teller may provideadditional services to customers up to twenty-four hours a day, therebygiving banking customers the benefit of a teller during non-traditionalbanking hours. The customer may have a live or virtual teller assistthem in any desired kind of banking transaction, such as withdrawing ordepositing money, transferring money between accounts, issuing moneyorders, depositing checks, filling out a loan application, and the like.

In some example embodiments, the terminal may include voice responsesystems. These systems can be interactive or automated, and may beutilized to help guide customers through various transactions. Forexample, the terminal may respond to voice commands from the customer aswell as audibly respond back to the customer, whereby the entiretransaction may take place verbally without any physical interactionrequired on the part of the customer, such as pushing buttons ortouching the touch screen. Responsive to listening to the customer, oneor more computers are operative to cause the terminal to provide outputsappropriate to assist the user through the desired transaction.

An exemplary arrangement involving a remote service provider will now bediscussed. Instead of the service provider being a bank teller who islocated in the same bank as the customer (as discussed above in thelocal service provider arrangement), the service provider is remotelylocated from the customer. For example, the service provider and thecustomer may be located in different cities. The customer can still usea self-service transaction machine (e.g., customer terminal, customerstation, ATM, etc.), which includes a touch screen and audio/videodevices. However, the machine is not limited to being located inside ofa bank building. The machine has a customer assistance softwareapplication operating thereon. A communication network (which mayinclude the Internet) allows the customer to place the machine incommunication with the service provider's station. This enables theservice provider to view on their touch screen the same screen contentthat is being output through the machine's touch screen. The serviceprovider can provide assistance by contactingly engaging their touchscreen to cause a corresponding marking to be displayed on the machine'stouch screen. Likewise, the customer can contactingly engage their touchscreen to cause a marking (e.g., a question mark) to be displayed on theservice provider's touch screen. Audio (microphone/speaker) and visual(camera/display) communications are also available.

Another exemplary arrangement involving a remote service provider willnow be discussed. Instead of the customer using a self-servicetransaction machine (as discussed above in the prior remote serviceprovider arrangement), the customer uses a personal portable computingdevice, which has a display screen. For purposes of this example, asmart phone will be used. However, as discussed previously, it should beunderstood that many other types of personal portable computing devicescan be used.

The phone has the customer assistance application thereon. The customercan be a client of a transaction assistance service that is affiliatedwith the application. The service offers live human assistance to carryout financial transactions. The transactions may involve banking, stocktrading, investing, gambling, etc. A financial institution (e.g., bank,brokerage, casino) may provide the service for free to a customer who isconsidered to be a VIP (very important person) by that institution.Alternatively, a customer may be required to pay a fee for thetransaction assistance service.

While the customer is using their phone to carry out a remote bankingtransaction, assistance with the transaction is needed from the service.The customer uses the customer assistance application to access theservice's communication network. This access allows the customer tocommunicate with a live service provider. This access also allows theservice provider's touch screen to be linked with the phone's displayscreen. The service provider can view through their display touch screenthe same transaction information that is being output through thephone's display screen. In a manner previously discussed, the serviceprovider can provide assistance to the customer by manually slidinglyengaging their touch screen to cause a corresponding sliding marking tobe output through the phone's display screen. Furthermore, the phonescreen can be a touch screen, enabling the customer to cause similarmarkings to be generated and displayed through the service provider'stouch screen.

Both the service provider terminal and the customer terminal can includemore than one display screen. The exemplary arrangement also permitsvisual and audio communication between the service provider and thecustomer. The service provider and the customer can view each otherthrough a respective display screen. For example, a touch screen can beused that allows a PIP (picture in picture) type of display.

The exemplary arrangement enhances customer service because it allowsthe service provider to view the same transaction information (e.g.,same display screen output) that the customer is currently viewing. Theexemplary arrangement can reduce average time used by a teller inassisting a customer to carry out a banking function.

FIG. 17 shows a side view of a shared station 250 having a configurationthat includes dual touch screens and a stand 252. A service providertouch screen 254 is on one side of the configuration and the customertouch screen 256 is on another side (e.g., opposite side or an adjacentside). The screens can have the same dimensional size. The arrangementallows for the customer and the service provider to be situated at thesame table 258. The relative closeness allows direct visual and audibleconversation between the parties. Alternatively, the shared station 250can be built into a (dividing) wall, with the different screens 254, 256located in different rooms.

In another embodiment, a shared station may have only one display touchscreen. For example, the display screen can be a display surface of asurface computer arrangement. The service provider can provide touchscreen input that causes the screen output to be rotated 180 degrees.This feature allows a document to be flipped back and forth for readingbetween the service provider and the customer.

FIG. 18 a top view of customer stations 262, 264 that are separated yetlocally positioned with a common service provider station 260. The touchscreens 262, 264 are located in the same building facility (e.g., abank) 266. The customer stations are provided with a privacy screen 268.The service provider touch screen 260 is in operative connection withthe customer touch screens 262, 264. The service provider station is ina room 270 which is secure from (e.g., inaccessible to) bank customers.The security room provides physical safety to the human service provider(e.g., the assisting bank employee). The arrangement allows the bankemployee to simultaneously provide assistance to (and safely communicatewith) a plurality of local bank customers. Bank customers can also walkup to bank teller windows 272, 274, 276 (or stations) to receiveassistance from tellers located in a teller area 278.

FIG. 19 shows a plurality of customer stations 282, 284, 286, 288remotely located from a service provider station 280. The serviceprovider touch screen is in operative connection with each of thecustomer touch screens. The arrangement allows for the same serviceprovider touch screen 280 to respectively remotely communicate with eachof the customer touch screens 282, 284, 286, 288. The customer stationsare geographically remotely located from each other. The serviceprovider may be physically located in a foreign country relative to thecustomers.

The service assistance provided can use several different communicationformats, including wireless 290, Internet 292, and/or satellite 294communication. As previously discussed, a customer touch screen can bepart of a personal portable computing device 288, such as a smart phoneowned by a customer. Alternatively, a customer touch screen can be parta device not owned by the customer. For example, an automated bankingmachine (e.g., ATM) 282 can include the customer touch screen. Thus, theembodiment allows both a phone owner and an ATM customer to receivesimilar on-screen assistance from a same remote service provider.

In an example embodiment, the ATM 282 can be in audio communication withthe remote service station 280. As described previously herein, the ATM282 includes at least one output device that receives an output. Theoutput on the output device is receivable by the mobile wireless device288 adjacent to the ATM 282 The output enables the mobile wirelessdevice 288 to be in audio communication with the remote service providerstation 280.

FIG. 20 illustrates a top view of a banking area 750. The banking area750 can be located in a banking facility 200 as discussed herein andillustrated in FIG. 2. The banking area 750 may include a teller area752 with teller windows 754. The banking area 750 may also include anenclosure 756. In some example embodiments, a terminal 760 is locatedwithin the vestibule, housing, or enclosure 756. The terminals areoperatively connected to the network 102. The terminals can includecomputers with associated input and output devices or other devices thatare operative to run software programs locally and are connected to datastorage devices 110. The exemplary terminal may comprise a thin clientsoftware architecture in operative connection with a server runningapplications requested by the terminal. Alternatively the terminal maycomprise a computer operative to run some applications locally thereinwhile accessing other applications that are run remotely on anothercomputer such as a server 90. In some example embodiments terminalscomprise automated banking machines. In the exemplary system, one ormore banking computers 20 are operatively connected to the exemplarynetwork 102. A banking computer 20 may comprise one of various forms ofcomputers, including for example, a laptop, surface computer, desktopcomputer, embedded computer, self service terminal, automated bankingmachine, or handheld device operative to run applications useful inbanking transactions.

In an alternative embodiment, the terminal 760 is integrated with ahousing or enclosure. This enclosure can be located inside or outside ofthe bank or at a location remote to the bank. This enclosure may providean additional level of privacy, security and comfort for the customerbefore, during and after the transaction. In addition, the customer maybe more comfortable talking to a terminal during a transaction becausetheir chances of being overheard are lessened. In an example embodiment,the enclosure 756 may include a door 758.

Whether the terminal 760 is located within or integrated with anenclosure, the enclosure may include additional privacy panels or walls762, such as glass walls. For example, the glass wall(s) 762 of theenclosure 756 may include a liquid crystal material, electrochromicdevice, suspended particle device and the like, whereby the glass wallsare turned from clear to frosted or opaque while a customer is making atransaction within the enclosure. These glass walls may includeelectrically switchable glass or glazing that changes light transmissionproperty when voltage is applied. The glass walls may be operated by aremote control, movement sensor, the flip of a switch, press of abutton, or by the closing or the locking of a door 758, which maycomplete an electrical circuit. For example, when an electrical supplyis switched on, the liquid crystal molecules align and light may passthrough the glass wall. When the power is switched off, the liquidcrystal molecules may be randomly oriented, thereby scattering light andthe glass wall becomes opaque.

The enclosure may further include soundproof walls 762. For example, theenclosure 756 may include soundproof glass walls or the walls may befabricated out of another material, such as sound insulating fabric,felt of the like that may dampen the outside sounds and prevent othersfrom being able to hear what is occurring within the enclosure. Thus,the customer may complete their banking transaction in quiet whilepossibly being in noisy surroundings. In an alternative embodiment, theenclosure 756 may utilize a film-coated glass, whereby advertising canbe projected on the glass or messages indicating that the enclosure isoccupied when a person is conducting a transaction within.

FIG. 21 illustrates a top view of an enclosure 756 housing a terminal760 therein. FIG. 22 illustrates a top view of an enclosure 756 where aninteractive surface computer 766 is utilized and housed therein. In someexample embodiments, the surface computer 766 may comprise or be locatedon a wall. This surface computer wall can be one side, section, orportion of an enclosed space or enclosure, such as any appropriategeometric shape. For example, the surface computer can be one side of athree or four-sided structure, such as a triangle, square or rectangle.The other two or three sides of that structure may comprise glass walls(that may switch between clear and opaque), whereby the terminal andenclosure will simply be a three or four-sided structure that thecustomer can enter and exit via one of the walls that may act as a door.Any transaction involving a monetary exchange or transfer can becompleted via NFC technology from the interactive surface computer wallto the customer's mobile device. Alternatively, instead of one wallbeing an interactive surface computer, the customer may be presentedwith a video or holographic image of a teller on one of the walls andproceed with the transaction in a verbal manner without the requirementfor any physical actions.

The terminal 760, surface computer 766 and/or the enclosure 756 thatencompasses the terminal 760 may include multiple cameras 768 or gesturerecognition software that may interpret human gestures. Responsive tohaving determined that the particular customer is at the surfacecomputer or terminal, one or more computers are operative to cause theterminal to provide outputs appropriate for the particular user. Theuser may interact with the terminal by pointing a finger at the displayscreen to instruct a pointer or cursor, for example, to moveaccordingly. For example, gesture recognition software may be beneficialfor customers who speak sign language.

In other example embodiments, the surface computer and/or the shelf asdescribed herein, may allow for multiple users to interact with thesurface computer simultaneously. For example, an adult couple maycomplete separate banking transactions at the same time to speed up thetransaction time, whereby one member of the couple may deposit money andthe other member may be checking the status of a different account,withdrawing money, or initiating a loan process. In another example, aparent can be completing a banking transaction while a child or childrenis coloring a picture, playing a game, or watching a cartoon on thesurface computer to entertain themselves until their parent is finished.

The enclosure 756 may have an ambient intelligence, whereby theenclosure is sensitive and responsive to the presence of individualusers and their preferences. The enclosure may recognize individualusers and be tailored to each user's needs as well as change in responseto each user. Responsive to having determined that the particularcustomer is located within the enclosure, one or more computers areoperable to cause the terminal or surface computer to provide outputsappropriate for the particular user. For example, the database ofcustomer preferences may also include preferences related to a desiredindoor climate, whereby the enclosure may respond by adjusting thetemperature within the enclosure to suit the customer's preferences.This environmental adjustment response may be activated by avoice-activated control, wall control, or by the identification of thecustomer by any appropriate manner, such as those described herein. Forexample, the environmental adjustment may be activated by an RFID chipor NFC device on the user's identification card, in the user's mobiledevice 764, on the user's person and the like. Similarly to adjustingthe temperature, the enclosure may also adjust the lighting within theenclosure to suit the customer's needs and preferences. In summary, theenclosure may adapt its interior to the needs of each particular user,such as by personalized lighting, audio volume, background music,temperature setting and the like.

In some example embodiments, the terminal 760 and/or enclosure 756 mayinclude an artificial sensate skin device that may mimic thecharacteristics and functions of its analogous living tissue. The skincan be mechanically flexible. The terminal may include an exterior thatis pleasant to touch. For example, the terminal can be entirely coveredwith or have portions that are covered with a material that customersmay touch or interact with that feels like warm skin, velvet, cotton orthe like. The covering may act as a responsive architecture, whereby thecovering can be mechanically flexible and scalable. The covering maymeasure actual environmental conditions, such as via sensors, to enablethe covering to adapt its form, shape, color, or character responsively,such as via actuators. The covering is able to alter its form tocontinually reflect the environmental conditions that surround it.

Alternatively, the covering can be of a large size that may act as anenclosure to the terminal. For example, the covering may physicallyconfigure itself to each particular user and/or environment to meetchanging needs or desires for varying situations. The covering mayfunction as an evolving organism that learns and adapts to the user andenvironment. In a situation where the covering acts as an enclosure tothe terminal, the covering may enlarge itself or make itself smallerdepending upon how large an area is needed. For example, if the coveringis acting as an enclosure for the terminal, the enclosure may react tochange its size depending upon how many people are standing at theterminal, such as if a parent has a child or multiple children with themor if a couple is standing at the terminal together, which may provide amore comfortable environment for the user and the user's companionswhile also providing additional security during the transaction.

This covering may inherit the characteristics of human skin and moveeither in response to vocal outputs by the user or just provide soothingperiodic movement. This covering can be an electronic sensate skin thatmay include many sensing or sensory nodes or inputs and be pressuresensitive. Each node may measure strain, pressure, ambient light, soundand the like, whereby the covering may adapt to external stimuli bymodifying its behavior in response to its environment and/or the user.These nodes can be in communication with one or more of the computers inthe banking network 102. The covering may provide a computer drivenphysical responsive surface that may be reactive or reflexive tosupplied stimuli. The nodes can be densely distributed over a surface orthroughout a material and be able to emulate the functionality andcharacteristics of a biological skin. This covering is able to vary intemperature. For example, during the warmer summer months the coveringis able to feel cooler to the (manual) touch. Conversely, during thecooler winter months the covering is able to feel warmer to the touch.Alternatively, once the terminal identifies the current user, thecovering may respond to instructions from a database and project acertain predetermined temperature that the specific user prefers.

It should be understood that the arrangements shown are exemplary, andthat other arrangements and embodiments can be used. For example, otherarrangements can include a plurality of service provider stations asneeded to assist a large number of customer stations. The serviceprovider stations can be located at a common location, where eachservice provider station is able to communicate with each customerstation. The arrangement allows the next available service provider tothen assist the next customer waiting in a holding queue. Otherembodiments enable the next available service provider to quickly assistany waiting VIPs.

FIGS. 24 and 25 are block diagrams illustrating an example of a system1000 where a wireless mobile device 288 is coupled to a remote serviceprovider 280 via an automated banking machine 282. The automated bankingmachine 282 comprises a card reader 92, a display 44, at least one inputdevice 1006, at least one transaction function device 1004, an audioinput device 42, and audio output device 38. At least one computer 1002is associated with the machine 282. The at least one computer 1002associated with the automated banking machine 282 is in operativeconnection with the card reader 92, the display 44, the at least oneinput device 1006, and the at least one transaction function device1004, In FIG. 24 the at least one computer 1002 is external to theautomated banking machine 282 whereas in FIG. 25 the at least onecomputer 1002 is internal to the automated banking machine 282.

The card reader 92 is operative to read data from user cards, whereinthe data corresponds to financial accounts. The at least one transactionfunction device 1004 includes at least one of a check acceptor, a cashacceptor, and a cash dispenser.

The at least one computer 1002 is in operative connection with the cardreader 92, the display 44, the at least one input device 1006, and theat least one transaction function device 1004. The at least one computer1002 is operative to cause a determination to be made that card dataread through operation of the card reader 92 corresponds to a financialaccount on which a transaction is authorized to be conducted throughoperation of the machine 282. The computer 1002 is responsive at leastin part to the determination to perform a financial transfer (e.g.,transfer funds to, from, or both to and from) the financial account. Theat least one transaction function device 1004 is operable to carry outat least one operation in connection with the transaction.

The audio input device 42 and the audio output device 38 are inoperative connection with the at least one computer 1002. The at leastone computer 1002 is operative, responsive at least in part to at leastone user input to the at least one input device 1006, from a user at themachine 282, to cause the machine 282 to be in audio communication witha remote service provider station 280, and in response at least in partto at least one further user input through the at least one input device1006, the at least one computer 1002 is operative to enable the remoteservice provider station 280 and a mobile wireless device 288 associatedwith the user at the machine to be placed in audio communication.

In an example embodiment, the machine 282 further includes a camera 70that is in operative connection with the at least one computer 1002.Responsive at least in part to the at least one input, the at least onecomputer 1002 is operative to cause the machine 282 and the remoteservice provider station to 280 to be in video and audio communication.In response at least in part to either at least one disconnection inputto the at least one input device 1006 or at least one communication fromthe mobile wireless device 288, the at least one computer 1002 isoperative o cause the remote service provider station 280 and themachine 282 to no longer be in at least one of video and audiocommunication. The at least one computer 1002 is operative to cause themobile wireless device 288 and the remote service provider station 280to remain in at least one of video and audio communication after theremote service provider station 280 and the machine 282 are no longer inat least one of video and audio communication.

In an example embodiment, the at least one computer 1002 is responsiveto a communication from the mobile wireless device 288 to cause afinancial transfer from the account. The financial transfer may transfermoney to or from the account.

In an example embodiment, the mobile wireless device 288 includes atleast one mobile input device 1014. A one mobile input to the at leastone mobile input device 1014 is operative to cause at least onecommunication from the mobile wireless device 288. The at least onecomputer 1002 is operative responsive at least in part to the at leastone communication to cause a financial transfer (e.g., to or from) thefinancial account.

In an example embodiment, the at least one computer 1002 is operative,responsive at least in part to at least one input through the at leastone input device 1006, to cause the machine 282 and the remote serviceprovider station 280 to be in audio communication. The audiocommunication between the machine 282 and the remote service providerstation 280 includes a continuation of an audio communication sessionpreviously commenced between a mobile wireless device 288 and the remoteservice provider station 280.

In an example embodiment, the at least one input device 1006 includes awireless interface (WI) 1008. The wireless interface 1008 is operativeto receive communications from the mobile wireless device as representedby 1016. In an example embodiment, the at least one input device 1006includes a bar code reader (BCR) 1010. The bar code reader 1010 isoperative to receive the at least one communication from the mobilewireless device via visible indicia read from a display 1019 of themobile wireless device 288.

In an example embodiment, the wireless interface 1008 is operative toreceive from the mobile wireless device 288 at least one communicationthat includes data corresponding to a form. The wireless interface 1008is operative to send at least one communication corresponding to a formtoward the mobile wireless device 288.

In an example embodiment, the at least one computer 1002 is operative tocause the machine 282 to be in audio communication with a remote serviceprovider station 280. The machine 282 includes at least one outputdevice 1012. The at least one output device 1012 is in operativeconnection with the at least one computer 1002. The at least onecomputer 1002 is operative to cause at least one output 1018 through theat least one output device 1012. The at least one output 1018 isreceivable by a mobile wireless device 288 adjacent to the machine 282.The at least one output 1018 is operative to enable the mobile wirelessdevice 288 in receipt of the at least one output to be in audiocommunication with the remote service provider station 280.

In an example embodiment, the at least one output 1018 enables themobile wireless device 288 to be in audio communication with the remoteservice provider station 280 in a continuation of a communicationsession with the remote service provider station 280 previously carriedout via communication between the machine 282 and the remote serviceprovider station 280.

In an example embodiment, the machine 282 includes a camera 70 that isin operative connection with the at least one computer 1002. Thecommunication session the at least one computer 1002 causes the machine282 and the remote service provider station 280 to be in video and audiocommunication. The at least one output 1018 enables the mobile wirelessdevice 288 to be in video and audio communication with the remoteservice provider station 280.

In an example embodiment, the at least one computer 1002 is operative,responsive at least in part to at least one input through the at leastone input device 1006, to cause at least one of video and audiocommunication between the machine 282 and the remote service providerstation 280 in the session to cease while at least one of video andaudio communication between the mobile wireless device 288 and theremote service provider station 280 in the session is continued.

FIG. 26 is a block diagram illustrating an example of a methodology 1020where an automated banking machine (e.g., machine 282) enablescommunication between a wireless device (e.g., mobile wireless device288) and remote service provider (e.g., remote service provider 280) anddisconnects from the communication. For example, methodology 1020 may beperformed by the at least one computer system 1002 in FIG. 24 althoughthose skilled in the art should readily appreciate that the methodology1020 is not limited to the hardware configuration illustrated in FIG.24.

At 1022, a first input is received at a first input device of theautomated banking machine. The at least one computer associated with theautomated banking machine. At 1024, the at least one computer causes theautomated banking machine to be in audio communication with the remoteservice provider station responsive to the first input.

At 1026, a further (e.g., second) input is received at the at least oneinput device. At 1028, the at least one computer is operative to enablethe remote service provider station and the mobile wireless deviceassociated with the user at the input device to be placed in audiocommunication in response to the further input.

FIG. 27 is a block diagram illustrating an example where a previouscommunication between a remote service provider (e.g., remote serviceprovider station 280) and wireless device (e.g., mobile wireless device288) is continued between the remote service provider and an automatedbanking machine (e.g., machine 282). For example, the methodology 1020may be performed by the at least one computer system 1002 in FIG. 24although those skilled in the art should readily appreciate that themethodology 1020 is not limited to the hardware configurationillustrated in FIG. 24.

At 1032, an input is received by the at least one input device. At 1034,the at least one computer is operative to cause the automated bankingmachine to be in audio communication with the remote service providerstation responsive to the input. The communication between the automatedbanking machine and the remote service provider is a continuation of aprevious audio communication between the remote service provider and amobile wireless device.

Thus the new apparatus, systems, and methods of the example embodimentsdescribed achieve one or more of the above stated objectives, eliminatedifficulties encountered in the use of prior devices and systems, solveproblems, and attain desirable results as described herein.

In the foregoing description certain terms have been used for brevity,clarity, and understanding, however no unnecessary limitations are to beimplied therefrom because such terms are for descriptive purposes andare intended to be broadly construed. Moreover, the descriptions andillustrations given herein are by way of examples and the invention isnot limited to the details shown and/or described.

In the following claims, any feature described as a means for performinga function shall be construed as encompassing any means known to thoseskilled in the art as being capable of performing the recited function,and shall not be limited to the particular structures and/or featuresshown in the foregoing description or mere equivalents thereof.

The term “non-transitory” with regard to computer readable medium isintended to exclude only the subject matter of a transitory signal perse, where the medium itself is transitory. The term “non-transitory” isnot intended to exclude any other form of computer readable media,including media comprising data that is only temporarily stored orstored in a transitory fashion. Should the law change to allow computerreadable medium itself to be transitory, then this exclusion is nolonger valid or binding.

Having described the features, discoveries and principals of theinvention, the manner in which it is constructed, operated, andutilized, and the advantages and useful results attained; the new anduseful structures, devices, elements, arrangements, parts, combinations,systems, equipment, operations, methods, processes, and relationshipsare set forth in the appended claims.

The invention claimed is:
 1. A non-transitory, tangible computerreadable medium having instructions encoded thereon for execution by aprocessor and when executed operable to: cause a determination to bemade that card data read through operation of a card reader at anautomated banking machine corresponds to a financial account on which atransaction is authorized to be conducted through operation of themachine, and responsive at least in part to the determination; cause afinancial transfer comprising one of a group consisting of to and fromthe financial account, and cause a transaction function device to carryout the operation in connection with the transaction; employ an audioinput device and an audio output device associated with the automatedbanking machine to audio communication with a remote service providerstation responsive at least in part to a user input received by an inputdevice from a user; wherein responsive at least in part to a furtheruser input received through the input device, enable the remote serviceprovider station and a mobile wireless device associated with the userat the automated banking machine to be placed in video and audiocommunication; employ a camera associated with the automated bankingmachine to cause the automated banking machine and the remote serviceprovider station to be in video and audio communication; responsive atleast in part to the of a disconnection input received at the inputdevice, and the communication from the mobile wireless device to causethe remote service provider station and the machine to no longer be invideo and audio communication; and cause the mobile wireless device andthe remote service provider station to remain in video and audiocommunication after the remote service provider station and theautomated banking machine are no longer in video and audiocommunication.
 2. The computer readable medium according to claim 1, theinstructions are further operable to cause a financial transfer at leastone of to and from the financial account responsive at least in part tocommunication from the mobile wireless device.
 3. The computer readablemedium according to claim 2, wherein the mobile wireless device includesat least one mobile input device, wherein at least one mobile input tothe at least one mobile input device is operative to cause at least onecommunication from the mobile wireless device, wherein the instructionsare responsive to at least in part to the at least one communication tocause a financial transfer at least one of to and from the financialaccount.
 4. A non-transitory, tangible computer readable medium havinginstructions encoded thereon for execution by a processor and whenexecuted operable to: obtain user card data read from a user cardthrough operation of a card reader associated with an automated bankingmachine, wherein the user card data corresponds to a financial account;cause a determination to be made that the user card data read throughoperation of the card reader corresponds to a financial account on whicha transaction is authorized to be conducted through operation of theautomated banking machine, and responsive at least in part to thedetermination cause a financial transfer of at least one of to and fromthe financial account, cause a transaction function device to carry outan operation associated with the transaction; wherein the automatedbanking machine includes an audio input device and an audio outputdevice, wherein the audio input device and the audio output device areeach in operative connection with the processor; responsive at least inpart to an input through the at least one input device to cause theautomated banking machine and a remote service provider station to be inaudio communication; wherein the audio communication between theautomated banking machine and the remote service provider stationincludes a continuation of an audio communication session previouslycommenced between a mobile wireless device and the remote serviceprovider station.
 5. The computer readable medium according to claim 4,wherein the automated banking machine further includes a camera, andwherein the camera is in operative connection with the processor, andwherein in responsive at least in part to the input, the instructionsare further operable to cause the automated banking machine and theremote service provider station to be in video and audio communication.6. The computer readable medium according to claim 5, wherein theinstructions are operable to cause the transaction function device toperform the operation responsive to the communication from the mobilewireless device.
 7. The computer readable medium according to claim 6,wherein the input device includes a wireless interface; and wherein thewireless interface is operative to receive the communication from themobile wireless device.
 8. The computer readable medium according toclaim 7, wherein the wireless interface is operative to receive from themobile wireless device the communication including data corresponding toa form.
 9. The computer readable medium according to claim 8, whereinthe wireless interface is operative to send the communicationcorresponding to a form toward the mobile wireless device.
 10. Thecomputer readable medium according to claim 6, wherein the input deviceincludes a bar code reader, wherein the bar code reader is operative toreceive the communication from the mobile wireless device via visibleindicia read from a display of the mobile wireless device.
 11. Thecomputer readable medium to claim 6, wherein the instructions arefurther operable to cause the financial transfer the of to and from thefinancial account responsive at least in part to communication from themobile wireless device.
 12. The computer readable medium according toclaim 11, wherein the transaction function device includes a cashdispenser; and wherein the computer is operative to cause the cashdispenser to dispense cash responsive at least in part to thecommunication from the mobile wireless device.
 13. The computer readablemedium according to claim 4, where the transaction function device,includes at least one of a check acceptor, a cash acceptor and a cashdispenser.
 14. A non-transitory, tangible computer readable mediumhaving instructions encoded thereon for execution by a processorassociated with an automated banking machine, and when executed operableto: obtain card data through operation of a card reader associated withthe automated banking machine; cause a determination to be made that thecard data read through operation of the card reader corresponds to afinancial account on which a transaction is authorized to be conductedthrough operation of the automated banking machine, responsive at leastin part to the determination, a financial transfer at least one of toand from the financial account; cause a transaction function device tocarry out an operation associated with the transaction, wherein theautomated banking machine includes an audio input device and an audiooutput device, and an output device that are in operative connectionwith the processor; cause the automated banking machine to be in audiocommunication with a remote service provider station; cause an outputthrough the at least one output device, wherein the output is receivableby a mobile wireless device adjacent to the automated banking machine,and wherein the output is operative to enable the mobile wireless devicein receipt of the output to be in audio communication with the remoteservice provider station.
 15. The computer readable medium according toclaim 14, wherein the output enables the mobile wireless device to be inaudio communication with the remote service provider station in acontinuation of a communication session with the remote service providerstation previously carried out via communication between the automatedbanking machine and the remote service provider station.
 16. Thecomputer readable medium according to claim 15, wherein the automatedbanking machine includes a camera; and wherein the camera is inoperative connection with the processor; and wherein in thecommunication session the instructions cause the automated bankingmachine and the remote service provider station to be in video and audiocommunication; and wherein the output enables the mobile wireless deviceto be in video and audio communication with the remote service providerstation.
 17. The computer readable medium according to claim 16, whereinthe instructions are further operable, responsive at least in part to atleast one input through the at least one input device, to cause one of agroup consisting of an video, audio, and audiovisual communicationbetween the automated banking machine and the remote service providerstation in the session to cease while the one of a group consisting ofvideo, audio, and audiovisual communication between the mobile wirelessdevice and the remote service provider station in the session iscontinued.
 18. The computer readable medium according to claim 14,wherein the transaction function device includes one of a groupconsisting of a check acceptor, a cash acceptor and a cash dispenser.